What Jobs are available for Helpdesk Lead in Bahrain?

• Lead and mentor a team of customer service and helpdesk professionals.
• Oversee the daily operations of the customer support function.
• Ensure timely and effective resolution of customer inquiries and technical issues.
• Develop, implement, and optimize support processes and workflows.
• Train and onboard new team members, providing ongoing coaching and performance feedback.
• Analyze customer feedback and support data to identify areas for improvement.
• Manage helpdesk software and tools, ensuring optimal functionality.
• Collaborate with other departments to address customer needs and product issues.
• Escalate complex technical issues to appropriate teams for resolution.
• Maintain high standards of customer service and satisfaction.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and/or helpdesk support, with at least 2 years in a leadership role.
• Proven experience in managing and motivating a support team.
• Strong understanding of helpdesk systems and CRM software.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional verbal and written communication skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-centric approach with a passion for service excellence.

• Lead and manage a remote team of customer service and helpdesk professionals.
• Oversee daily helpdesk operations, ensuring efficient and effective issue resolution.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor and analyze helpdesk performance metrics (e.g., response time, resolution time, customer satisfaction).
• Manage and resolve customer escalations, providing timely and effective solutions.
• Train, mentor, and coach support agents to improve performance and career development.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Identify trends in customer inquiries and feedback to recommend product and service improvements.
• Collaborate with other departments (e.g., Product, Engineering) to address customer issues and enhance user experience.
• Ensure adherence to service level agreements (SLAs) and quality standards.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a team lead or supervisory role.
• Proven experience managing remote customer service teams and operations.
• In-depth knowledge of helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Strong understanding of customer service principles, issue resolution techniques, and KPI management.
• Excellent leadership, communication, problem-solving, and interpersonal skills.
• Ability to train, motivate, and develop team members.
• Experience developing knowledge bases and support documentation.
• Proficiency in troubleshooting technical issues across various platforms.
• Customer-centric mindset with a passion for delivering outstanding service.

• Lead and mentor a team of customer service and helpdesk representatives, fostering a positive and productive work environment.
• Oversee the daily operations of the helpdesk, ensuring efficient ticket management and resolution.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Provide advanced technical support and troubleshooting for complex customer issues.
• Train new team members and conduct ongoing training for existing staff on product updates and service best practices.
• Collaborate with product development and engineering teams to address customer feedback and reported bugs.
• Maintain a comprehensive knowledge base of product information and troubleshooting guides.
• Identify trends in customer inquiries and recommend improvements to products and services.
• Handle escalated customer complaints and ensure satisfactory resolution.

• Minimum of 4 years of experience in customer service or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience managing a remote support team is highly desirable.
• Strong technical aptitude and ability to troubleshoot software-related issues.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Experience in developing training materials and conducting staff training.
• Ability to remain calm and professional under pressure.
• Familiarity with ITIL best practices is a plus.
• Bachelor's degree in a relevant field or equivalent work experience.

• Lead, train, and mentor a remote team of customer service and helpdesk representatives.
• Oversee daily helpdesk operations, ensuring timely and effective resolution of customer inquiries and technical issues.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Monitor support ticket queues, assign tasks, and ensure service level agreements (SLAs) are met.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Create and maintain comprehensive knowledge base articles and FAQs for customer self-service.
• Collaborate with other departments to address customer issues and provide product feedback.
• Manage customer escalations and ensure satisfactory resolution of complex problems.
• Develop and deliver training programs for new and existing support staff.
• Contribute to the continuous improvement of customer support tools and technologies.
• Report on key performance indicators (KPIs) related to customer service and helpdesk operations.
• Foster a positive and customer-centric team environment.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
• A minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing remote support teams.
• Excellent understanding of customer service principles and best practices.
• Strong technical aptitude and ability to troubleshoot common software and hardware issues.
• Proficiency with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional problem-solving, communication, and interpersonal skills.
• Ability to work independently, manage time effectively, and lead a remote team.
• Strong organizational skills and attention to detail.
• Experience in developing training materials and conducting staff training.
• A passion for delivering outstanding customer experiences.

• Lead and manage the customer service and helpdesk team.
• Oversee the resolution of customer inquiries and technical issues.
• Develop and implement customer service standards and protocols.
• Train, coach, and mentor helpdesk staff.
• Monitor and report on key performance indicators (KPIs) for customer service.
• Identify opportunities for process improvements in customer support.
• Ensure a high level of customer satisfaction.
• Manage helpdesk software and tools.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or helpdesk roles, with at least 2 years in a leadership capacity.
• Proven experience in managing and motivating a support team.
• Strong understanding of customer service best practices and principles.
• Proficiency with helpdesk ticketing systems and CRM software.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work effectively in a hybrid work environment.

• Lead and manage the remote customer service and helpdesk team.
• Provide Tier 2/3 technical support and resolve complex customer issues.
• Develop and implement efficient helpdesk procedures and workflows.
• Train and mentor helpdesk agents, ensuring high performance.
• Monitor support queues and ensure timely resolution of tickets.
• Maintain customer satisfaction by delivering exceptional service.
• Identify trends in customer issues and recommend proactive solutions.
• Manage and optimize the use of helpdesk software and tools.
• Escalate critical issues to appropriate departments.
• Contribute to the continuous improvement of support services.

• Lead, mentor, and manage a remote customer service and helpdesk team.
• Oversee daily helpdesk operations, ensuring efficient ticket management and resolution.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex technical support requests.
• Develop and implement strategies to improve customer satisfaction and reduce resolution times.
• Contribute to the creation and maintenance of helpdesk documentation and knowledge base articles.
• Collaborate with other departments to address product or service issues identified by customers.
• Foster a positive and collaborative team environment.
• Ensure adherence to service level agreements (SLAs).
• Identify training needs and facilitate professional development for team members.

• Associate's or Bachelor's degree in a relevant field, or equivalent practical experience.
• Minimum of 4 years of experience in customer service or helpdesk support, with at least 1 year in a lead or supervisory role.
• Proven experience managing a remote support team.
• Strong understanding of helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional leadership, communication, and interpersonal abilities.
• Ability to remain calm and effective under pressure.
• Proficiency in customer service software and tools.
• Strong organizational skills and attention to detail.

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.