Senior Helpdesk Officer

Company Description: Naseej is a leading technology company committed to harnessing the power of digital transformation in learning & knowledge management by enabling our customers to provide rich experiences for their users and adapt to a dynamic technology landscape while reducing their technical burden enabling them to focus on achieving their strategic objectives. And for almost 36 years, Naseej with its branches all over the MENA region had made many contributions to be one of the market leaders in the fields of E-Learning, Edu-Tech & Digital transformation. Naseej website: Job Summary: The Senior Helpdesk Officer provides technical and application support, handling complex incidents and escalations to ensure timely resolution within agreed service levels. The role also supports issue analysis, knowledge management, service performance monitoring, and continuous improvement of support processes and customer experience. Key Responsibilities: Classify client support cases by category, priority, and impact to ensure accurate routing and timely handling. Investigate, troubleshoot, and resolve complex application incidents and service requests within the assigned support scope, applying appropriate diagnostic techniques and available knowledge resources to restore service within agreed service levels. Supervise the day-to-day activities of Helpdesk Agents, including workload coordination, case allocation, service-quality monitoring, and performance feedback, while pro