Helpdesk Agent – Muscat, Oman (Omanization)

About the role

We are looking for a proactive Helpdesk Agent to join our team in Muscat, Oman. The role involves providing first‑level technical support to end‑users, handling both inbound and outbound communications, and ensuring issues are resolved efficiently.

Key responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer emails and approved digital channels.
• Identify, understand, and troubleshoot customer issues.
• Create and update incidents/service requests in BMC Helix.
• Accurately categorize and prioritize tickets.
• Follow approved troubleshooting procedures and knowledge articles.
• Escalate unresolved issues to appropriate support groups.
• Maintain detailed ticket documentation.
• Adhere to call scripts and security procedures.
• Meet individual and team SLA/KPI targets.
• Participate in training, quality monitoring, and knowledge sessions.
• Support shift operations (8x5, 16x5, and eventually 24x7).

Required profile

• Diploma or bachelor’s degree preferred (IT, Computer Science, Business, Communications, or related).
• 1–2 years of experience in Helpdesk, Call Center, Customer Service, or Technical Support.
• Bilingual ability essential for end‑user support.
• Willingness to work flexible shifts, including 8x5, 16x5, and 24x7.
• Ability to follow confidentiality, access‑control, and information‑security procedures.

Required skills

• Strong knowledge of Windows operating systems.
• Proficiency with MS Office suite.
• Effective use of web browsers for troubleshooting.
• Experience with BMC Helix ticketing platform.
• Basic understanding of ITSM concepts (incident, request, SLA, escalation).