572 Helpdesk Analyst jobs in Bahrain

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Manage user accounts and permissions.
• Escalate complex issues to senior IT staff when necessary.
• Document technical issues and resolutions in the helpdesk ticketing system.
• Create and maintain user guides and knowledge base articles.
• Assist with IT asset management and inventory.
• Ensure adherence to IT security policies and procedures.
• Provide training and guidance to users on IT best practices.
• Monitor system performance and troubleshoot any performance issues.
• Participate in IT projects and upgrades as required.
• Respond to service requests in a timely manner.
• Stay up-to-date with the latest technology trends.
• Contribute to the continuous improvement of IT support services.

• Associate's degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT support or helpdesk roles.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking concepts and troubleshooting.
• Experience with common office productivity software (e.g., Microsoft Office Suite).
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work under pressure and manage multiple tasks.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.
• Experience with remote support tools.
• A patient and helpful demeanor.
• Ability to work independently and as part of a team.

• Provide first-level customer support via various channels (email, phone, chat).
• Respond to customer inquiries, resolving technical and non-technical issues efficiently.
• Troubleshoot problems and guide customers through step-by-step solutions.
• Document all customer interactions and resolutions accurately in the CRM system.
• Create and update articles in the customer knowledge base.
• Identify patterns in customer issues and provide feedback to relevant teams for product improvement.
• Maintain a high level of customer satisfaction through empathetic and professional service.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Assist in training new support team members.
• Stay informed about product updates and new features to provide accurate support.

• Proven experience in a customer support or helpdesk role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a remote setting.
• Patience and a customer-centric attitude.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Experience with (Specific Software/Product Category) is a plus.
• Ability to work independently and collaboratively within a remote team.
• A commitment to providing outstanding customer experiences.

Job Duties:

1. Work as front-line operator, in IT Customer Service Center
2. Attend calls and educate users about IT best practices
3. Analyze incident tickets
4. Resolve Incidents to achieve maximum First Call Resolution (FCR)
5. Monitor, analyze and update incident & service request tickets logged in the Service Desk system
6. Possess solid knowledge of Microsoft Office & Office 365, Windows 10 & common IT issues
7. Manage difficult users skillfully
8. Proficient in Written and Spoken English language (Spoken Arabic will be an added advantage)

Skill Sets Required:
Windows 10 & Office 365 Certificate or Experience; Analytical skills; Communication Skills; Customer Relationship skills; Proficiency in using IT Service Management application after being provided basic training; Customer Service Orientation and good written and verbal communication skills

Minimum Experience Required: 2-3 years

Interested candidates may send in their CVs to

Company : Gulf Air Group

Division : Information Technology

Location : (Location)

Department : Information Technology

Closing Date : 16-Jan-2025

The Senior Analyst - End User Support is responsible for delivering Level 2 IT support in Microsoft Desktop environments and cloud services (Azure and AWS). This role involves troubleshooting complex issues, managing second-level support, and ensuring service levels are met. The analyst will lead technical projects, supervise daily support activities, and oversee team workload to ensure efficient delivery of solutions. Collaboration with management, users, and vendors is essential to align support initiatives with business objectives. Additionally, the analyst will continuously assess and improve support processes, maintaining accurate records and reporting on performance metrics.

1. Serve as a Level 2 support specialist to resolve complex technical and user incidents, adhering to defined standards, processes, and procedures.
2. Support in the supervision of the daily operations of the team.
3. Ensure that Service Level Agreements (SLAs) are consistently met and manage team performance to achieve high-quality support.
4. Complete assigned incidents and service requests in accordance with agreed SLAs. Ensure timely and effective resolution of all requests.
5. Support and maintain all aspects of the End User Support environment, including both physical and virtual setups. Ensure seamless functionality and address any issues promptly.
6. Follow existing processes and procedures while suggesting new or improved procedures based on experience and issue handling. Propose enhancements to streamline support operations.
7. Evaluate new and existing technology products and solutions. Provide recommendations to management for technology upgrades or changes and suggest improvements to processes and products.
8. Identify and implement cost-saving measures to reduce expenses where possible. Monitor and manage expenditures to ensure budget adherence.
9. Collaborate with users and vendors to assess business and system requirements and propose solutions that align with business needs and technical requirements.
10. Engage with vendors to address solution-related issues, request quotations, and negotiate terms. Facilitate effective communication to resolve any vendor-related concerns.
11. Oversee the daily progress of tasks and projects, including updates, enhancements, and follow-ups. Ensure that projects are completed on schedule and meet defined objectives.
12. Ensure strict adherence to policies, processes, and procedures. Deliver all tasks in compliance with established standards.
13. Review and analyze reports, documents, and procedures. Provide technical guidance and support to team members to resolve issues and improve processes.
14. Develop, maintain, and ensure the validity of all Technology & Digital Service End User Support processes and procedures. Ensure that documentation is up-to-date and reflects current practices.
15. Develop and produce various types of documentation as needed, including Requests for Proposals (RFPs), business cases, technical reports, project plans, policies, and procedures.
16. Communicate professionally via email for tasks requiring additional information. Ensure clear and concise correspondence to facilitate task completion.
17. Document findings from resolved cases with team members. Contribute to the team’s knowledge base to support future issue resolution and continuous learning.
18. Monitor and report any increasing trends, unusual activities, or recurring issues to management. Provide insights to help preempt potential problems.
19. Perform additional Ad-Hoc tasks as required across Technology & Digital Service teams.
20. Support various initiatives and projects as needed to ensure overall team success.

Bachelor’s degree in Computer Science, Computer Engineering, or equivalent IT studies.

Minimum of 2 years of relevant experience in IT support, with a strong focus on end-user support and technical troubleshooting.

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application, you would need the following document(s):

About Moyasar:

At Moyasar Financial Company, we build innovative and reliable payment solutions that empower businesses to grow and operate efficiently. As a fast-growing fintech company, we are looking for a Technical Support Specialist to join our team and play a vital role in supporting merchants during integration and resolving technical challenges quickly and efficiently.

Role Overview:

As a Technical Support Specialist, you will support our merchants during the integration process, troubleshoot technical issues, and provide expert-level assistance. This is a hands-on, technical role ideal for someone who is proactive, fast at problem-solving, and eager to learn.

Key Responsibilities:

• Provide technical support to merchants during the onboarding and integration stages.
• Troubleshoot and resolve API, SDK, or platform-related issues.
• Communicate technical concepts clearly to non-technical users.
• Collaborate with the engineering team to escalate and resolve complex issues.
• Continuously learn and adapt to new technologies and tools.
• Ensure timely and high-quality responses to support tickets and inquiries.

Requirements:

• Bachelor degree majoring, IT, IS, MIS, and related.
• 1–2 years of experience in a technical support or developer support role
• Proficiency in multiple programming languages
• Strong problem-solving skills and ability to work under pressure
• Quick learner with a passion for technology and customer success
• Excellent communication skills in both English and Arabic
• Experience in fintech or financial services is preferred

We are seeking two experienced Technical Support Technicians to provide comprehensive IT support services for a prominent educational institution in Bahrain. The role will involve on-site technical support for faculty, staff, and student facilities, ensuring all devices and IT infrastructure are fully operational and secure. This position requires skilled problem-solvers with a proactive approach to troubleshooting, maintenance, and support.

Key Responsibilities:

• Diagnose and resolve issues with PCs, printers, projectors, smart screens, and other user devices across the institution.
• Install, update, and configure software, drivers, and operating systems on all devices, including student labs, ensuring compatibility with institutional applications.
• Assist with setup and troubleshooting for network connectivity on devices used by staff and students, ensuring seamless access across campus.
• Perform regular maintenance on PCs, printers, projectors, and other IT equipment, prioritizing equipment in classrooms and labs.
• Install antivirus software, perform system updates, and educate users on secure practices for device protection.
• Set up and maintain technical equipment for lectures, presentations, and events to ensure smooth operation.
• Track and manage IT assets, including maintenance logs, repairs, and replacements for university equipment.
• Maintain detailed records of support activities, solutions, and recommendations for infrastructure improvements.

Qualifications:

• Minimum of a diploma in Information Technology or a related field.
• 3 to 5 years of experience in IT technical support or a similar role, with a strong background in troubleshooting hardware and software issues.
• Certifications such as A+, Network+, or ITIL are highly advantageous and will contribute positively to the selection process.

Technical Skills:

• Proficiency with IT infrastructure, including PCs, printers, projectors, and smart screens.
• Strong understanding of network setup and device connectivity troubleshooting.

Soft Skills:

• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to addressing technical issues.
• Ability to work both independently and within a team environment.

Additional Requirements:

• This is a fully on-site role; remote work is not permitted.
• Applicants should currently reside in Bahrain, as this is an immediate requirement.