2 717 Help Desk Agent jobs in Bahrain
Information Technology Service Desk- Arabic speaking
Posted today
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Job Description
The role holder is responsible to be first line of support to all users on their day-to-day use of PCs along with the applications, printers and other equipments.
Core Responsibilities
- Provides the 1st line of support for end-users by answering their calls or accessing their machines remotely over the management console.
- Receive and resolve end-user complains as IT support specialists using ITSM
- Document all call information according to standard operating procedures in system by logging tickets details and verifying the information.
- Report in IT Service desk system for any issue that could significantly impact the business.
- Prioritize, manage validate and ensure all issues are properly logged.
- Assist staff with technology-related issues
- Researching, diagnosing, troubleshooting and identifying solutions to resolve issues which assigned through ITSM.
- Ensures the quality of service delivered to end-users is maintained to an acceptable level.
- Document all call information according to standard operating procedures in system by logging tickets details and verifying the information.
- Performs device/software deployment/movement tasks on call and during public holidays and weekends as necessary.
- Adhere to and implement departmental policies, systems, and procedures and ensure quality and cost-effective service.
- Maintain inventory of IT assets and ensure proper documentation
- Ensure compliance with IT security policies and data protection standards
- Escalate unresolved issues to head of IT Service Desk and Delivery
Qualification:
Diploma in IT related major or any related subject or equivalent is required.
Minimum 3 years of practical experience in a bank or same or similar function.
Adequate knowledge of PCs, servers' hardware, network, Windows/UNIX, MS Office products is preferred.
Senior IT Support Specialist - Service Desk
Posted 1 day ago
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Responsibilities:
- Provide advanced technical support to end-users via remote channels (phone, email, chat).
- Troubleshoot and resolve complex hardware, software, and network issues.
- Manage user accounts, permissions, and access to IT systems.
- Support and maintain desktop and laptop hardware and software.
- Assist with IT system installations, upgrades, and deployments.
- Develop and maintain IT support documentation and knowledge base articles.
- Serve as an escalation point for Tier 1 and Tier 2 support issues.
- Train and mentor junior IT support staff.
- Monitor IT systems for performance and security issues.
- Ensure timely resolution of IT incidents and service requests.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT support or helpdesk roles.
- Extensive knowledge of Windows and macOS operating systems.
- Proficiency with Microsoft Office Suite and other common business applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with remote support tools (e.g., TeamViewer, ConnectWise).
- Excellent troubleshooting and problem-solving skills.
- Superb communication and customer service skills.
- Ability to work independently and manage time effectively in a remote environment.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
Technical Customer Support Lead
Posted 14 days ago
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Job Description
Responsibilities:
- Provide first-line technical support and troubleshooting for customers via email, chat, and phone, ensuring timely and effective resolution of issues.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate unresolved issues to the appropriate internal teams (e.g., engineering, product development) with detailed documentation.
- Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower both customers and support staff.
- Monitor customer support channels and respond promptly to inquiries and complaints.
- Identify recurring issues and collaborate with the product and engineering teams to implement long-term solutions and product improvements.
- Train and mentor junior support staff, fostering a culture of excellent customer service and technical proficiency.
- Gather customer feedback and report on trends to inform product development and service enhancements.
- Manage support ticket queues, ensuring all issues are logged, tracked, and resolved within service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Proven experience in a technical support or helpdesk role, with at least 3 years in a lead or senior capacity.
- Strong understanding of computer systems, networks, and common software applications.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with CRM and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- Experience in leading or mentoring a team is highly desirable.
- Proficiency in troubleshooting common operating systems (Windows, macOS, Linux) and mobile devices.
- Customer-focused mindset with a commitment to providing outstanding service.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Customer Support Team Lead - Technical Support
Posted 4 days ago
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Job Description
Responsibilities:
- Lead, coach, and mentor a team of customer support specialists, fostering a positive and productive work environment.
- Monitor team performance, set individual and team goals, and conduct regular performance reviews.
- Ensure timely and accurate resolution of customer inquiries and technical issues via phone, email, and chat.
- Serve as a primary point of escalation for complex customer problems, working to find timely and satisfactory solutions.
- Develop and maintain support documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Identify recurring customer issues and collaborate with product development and engineering teams to implement long-term solutions.
- Analyze support metrics and trends to identify areas for process improvement and training needs.
- Assist in the recruitment, hiring, and onboarding of new customer support team members.
- Contribute to the development and implementation of customer support policies and procedures.
- Maintain a high level of customer satisfaction through proactive communication and problem-solving.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience in providing technical support for software or hardware products.
- Strong understanding of troubleshooting methodologies and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication, interpersonal, and active listening skills.
- Demonstrated ability to lead and motivate a team effectively.
- Proficiency in problem-solving and conflict resolution.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Familiarity with CRM software and customer service best practices.
- A passion for delivering outstanding customer experiences.
Customer Support Specialist - Technical
Posted 1 day ago
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Job Description
Responsibilities:
- Provide timely and effective technical support to customers via various communication channels (email, chat, phone).
- Diagnose, troubleshoot, and resolve software and hardware-related issues reported by customers.
- Guide users through step-by-step solutions and product features.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate complex issues to appropriate internal teams (e.g., Engineering, Product Development) and track them to resolution.
- Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product and development teams for improvement.
- Maintain a high level of customer satisfaction by delivering excellent service.
- Adhere to support SLAs and performance metrics.
- Participate in ongoing training to stay updated on product knowledge and support best practices.
- Proven experience in a technical customer support or helpdesk role.
- Strong understanding of software troubleshooting and problem-solving methodologies.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience supporting SaaS products is highly desirable.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in multiple operating systems and common software applications.
- Associate's or Bachelor's degree in a technical field or equivalent practical experience.
- Team-oriented mindset with the ability to collaborate effectively.
Customer Support Specialist - Technical
Posted 6 days ago
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Job Description
Responsibilities:
- Respond to customer inquiries via phone, email, and chat, providing accurate and comprehensive technical assistance.
- Diagnose and troubleshoot complex technical issues related to our software and hardware products.
- Guide customers through step-by-step solutions to resolve their problems effectively.
- Document all customer interactions, issues, and resolutions in the CRM system with precision.
- Escalate unresolved issues to the appropriate technical teams, ensuring clear communication and follow-up.
- Contribute to the development and maintenance of a knowledge base of common issues and solutions.
- Gather customer feedback to identify trends and suggest product improvements.
- Provide training and guidance to customers on product features and best practices.
- Maintain a high level of customer satisfaction through excellent service and timely resolution.
- Stay up-to-date with product updates and technical advancements.
- Proven experience in a customer support or technical support role.
- Strong understanding of computer systems, networks, and common software applications.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal abilities, with the capacity to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work effectively in a fast-paced, deadline-driven environment.
- High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
- Experience with our specific product suite is advantageous.
- Must be able to commute to our **Saar, Northern, BH** office daily.
Customer Support Specialist - Technical
Posted 6 days ago
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Customer Support Specialist - Technical
Posted 7 days ago
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Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues with our client's products or services.
- Provide step-by-step guidance to customers to resolve hardware, software, or connectivity problems.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Document all customer interactions, issues, and resolutions accurately in our CRM system.
- Create and update knowledge base articles and FAQs to assist customers and internal teams.
- Identify recurring issues and provide feedback to product development and engineering teams.
- Maintain a high level of customer satisfaction through effective problem-solving and empathetic communication.
- Stay informed about product updates, new features, and common technical challenges.
- Adhere to established support SLAs and company policies.
The ideal candidate is a patient, problem-solver with a passion for technology and helping others. You should be comfortable working independently in a remote setting, managing your time effectively, and maintaining a positive attitude. This role supports a diverse customer base potentially related to A'ali, Northern, BH , but the work itself is performed entirely remotely.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
- Proven experience in customer service or technical support roles.
- Strong understanding of computer hardware, software, and basic networking concepts.
- Excellent troubleshooting and problem-solving abilities.
- Exceptional communication and active listening skills.
- Ability to explain technical information clearly and concisely to non-technical users.
- Proficiency with CRM software and helpdesk ticketing systems.
- Self-motivated with the ability to work independently and manage workload in a remote environment.
- Patience, empathy, and a customer-centric approach.
- Experience with (Specific product/service mentioned by client, e.g., SaaS platforms, mobile applications) is highly desirable.
Customer Support Specialist - Technical
Posted 7 days ago
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Location: Janabiyah, Northern, BH
Customer Support Manager - Technical
Posted 12 days ago
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Job Description
Key Responsibilities:
- Lead, train, and mentor a team of technical support specialists and helpdesk agents.
- Develop and implement customer support strategies to enhance customer satisfaction and loyalty.
- Monitor support queues, ensure timely resolution of customer issues, and maintain high service level agreements (SLAs).
- Analyze support data to identify trends, common issues, and areas for improvement in products or services.
- Manage the helpdesk ticketing system and ensure its effective utilization.
- Develop and maintain support documentation, FAQs, and knowledge base articles.
- Collaborate with product and engineering teams to address customer feedback and technical issues.
- Handle escalated customer complaints and complex technical issues.
- Manage vendor relationships related to support tools and services.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5 years of experience in customer support or technical helpdesk roles, with at least 2 years in a management or supervisory capacity.
- Proven experience in managing and motivating a team of support professionals.
- Strong technical aptitude and understanding of common IT issues and troubleshooting methodologies.
- Excellent problem-solving, communication, and interpersonal skills.
- Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work effectively in a fast-paced, hybrid work environment.