Location
dubai
Job Type
Full-time
Posted
July 05, 2026
Job Description
For one of our clients, we are looking for a Help Desk Support Officer . You’ll manage incidents and service requests, own ticket lifecycles and SLA adherence, and coordinate escalations to L2/L3 teams to resolve complex issues in a fast-paced support environment.
Key responsibilities
- Answer hotline calls, emails, and helpdesk requests professionally and promptly
- Create, classify, assign and track incidents and requests in JIRA Service Desk
- Monitor queues and drive tickets to resolution; ensure proper follow-up until closure
- Maintain SLA compliance, follow escalation paths, and enforce support processes
- Provide L1 troubleshooting for systems, apps, user issues and use remote support tools
- Escalate complex incidents to L2/L3 and coordinate resolution activities
- Confirm resolution with users and validate customer satisfaction prior to closing tickets
- Review ticket quality, resolutio...