Helpdesk Agent - Muscat Oman (Omanization)

Key ResponsibilitiesHandle inbound and outbound customer calls.Respond to customer emails and approved digital channels.Identify and understand customer issues.Perform first-level troubleshooting.Create and update incidents/service requests in BMC Helix.Categorize and prioritize tickets correctly.Follow approved troubleshooting procedures and knowledge articles.Escalate unresolved issues to appropriate support groups.Maintain accurate ticket documentation.Follow call scripts and security procedures.Meet individual and team SLA/KPI targets.Maintain professional customer communication.Participate in training, quality monitoring, and knowledge sessions.Support shift operations including 8x5, 16x5 and 24x7 coverage as requiredRecommended QualificationEducation: Diploma or bachelor’s degree preferred; IT, Computer Science, Business, Communications, or related fieldExperience: 1–2 years minimum in Helpdesk, Call Center, Customer Service or Technical SupportBilingual — essential for end-user supportComputer Skills: Strong Windows, MS Office, browser, and general troubleshooting skillsCustomer Service: Strong customer-facing and telephone etiquetteITSM: Basic understanding of Incident, Request, SLA, and Escalation conceptsTicketing: Experience with ITSM/ticketing systems preferredTyping: Good typing speed and accurate data entryShift Work: Must be willing to work 8x5, 16x5 and eventually 24x7 shiftsSecurity: Able to follow confidentiality, access-control, and information-security procedures