Job Description:

We are seeking an experienced Help Desk Officer to join our team in Abu Dhabi. This full-time onsite role is ideal for individuals with a strong background in customer management and operations, who thrive in a fast-paced environment and are dedicated to providing exceptional support to our clients.

Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.

Respond to inquiries, troubleshoot technical issues, and provide timely resolution or escalation as needed.

Document all customer interactions, including details of inquiries, complaints, and resolutions, in the help desk ticketing system.

Coordinate with internal teams to resolve complex technical problems and ensure timely resolution for customers.

Provide guidance and assistance to customers in navigating our products or services, offering technical advice and support.

Monitor help desk performance metrics, such as response time and resolution rate, and identify areas for improvement.

Maintain knowledge base articles and support documentation, ensuring accuracy and relevance.

Participate in training sessions and professional development activities to enhance technical skills and knowledge.

Requirements:

Degree Level (minimum), with a university degree related to Customer Management, Business Management, or Operations Management being desirable.

Excellent communication skills are highly required for this role, both verbal and written, with the ability to convey technical information to non-technical users effectively.

Minimum of 5 years of experience in a Help Desk role, with a proven track record of providing high-quality customer support and technical assistance.

Availability for 24/7/365 coverage, including working on a shift basis as required.

Strong problem-solving skills and attention to detail, with the ability to prioritize tasks and manage time effectively.

Familiarity with help desk ticketing systems and remote support tools is preferred.

UAE-based candidates are preferred for this role.

How to Apply:

Interested candidates who meet the mandatory requirements are invited to apply by sending their resume to recruitment@sinyaruae.com. Please include "Help Desk Officer Application - Abu Dhabi" in the subject line of the email.