Helpdesk Agent

Job Overview

AtkinsRéalis is seeking a dedicated and customer-focused Helpdesk Agent to join our dynamic team in Riyadh. In this pivotal role, you will serve as the first point of contact for our clients, providing technical support, troubleshooting assistance, and resolving IT-related issues efficiently. Your expertise will ensure seamless operations and enhance user satisfaction across our organization. If you are passionate about delivering exceptional service and thrive in a fast-paced environment, we invite you to apply for this opportunity to contribute to our mission of delivering innovative solutions.

Key Responsibilities

• Technical Support: Address and resolve hardware, software, and network-related issues reported by users through various communication channels, including phone, email, and ticketing systems.
• Incident Management: Log, track, and prioritize support tickets using established IT service management tools to ensure timely resolution and minimize downtime.
• Troubleshooting: Diagnose and resolve technical problems, escalating complex issues to senior IT staff or third-party vendors when necessary, while maintaining clear communication throughout the process.
• User Assistance: Provide guidance and training to end-users on IT systems, applications, and best practices to promote self-sufficiency and reduce recurring support requests.
• System Maintenance: Collaborate with the IT team to perform routine maintenance tasks, such as software updates, patch installations, and hardware replacements, to ensure optimal system performance.
• Documentation: Maintain accurate records of support activities, solutions, and system configurations in compliance with company policies and industry standards.
• Customer Service: Deliver professional and courteous service to all users, adhering to service level agreements (SLAs) and company guidelines to uphold our reputation for excellence.

Qualifications and Skills

To excel in this role, you should possess the following qualifications and competencies:

• Education: A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Alternatively, equivalent professional certifications (e.g., CompTIA A+, ITIL) combined with relevant experience will be considered.
• Technical Proficiency: Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common IT hardware components. Familiarity with helpdesk software (e.g., ServiceNow, Zendesk) is advantageous.
• Communication Skills: Excellent verbal and written communication abilities in both English and Arabic, with the capacity to explain technical concepts to non-technical users clearly and concisely.
• Problem-Solving: A proactive and analytical mindset with the ability to troubleshoot issues efficiently under pressure while maintaining a positive attitude.
• Customer-Centric Approach: A commitment to delivering high-quality service with a focus on user satisfaction and continuous improvement.
• Team Collaboration: The ability to work effectively within a cross-functional team, contributing to a collaborative and supportive work environment.

Work Environment

As a Helpdesk Agent at AtkinsRéalis, you will operate in a professional and collaborative setting that values innovation, integrity, and excellence. The role offers opportunities for professional growth, with access to training programs and career advancement paths in the dynamic field of IT support. You will be part of a global team committed to delivering world-class solutions while making a meaningful impact in Riyadh’s evolving technological landscape.

Why Join AtkinsRéalis?

At AtkinsRéalis, we are dedicated to creating a workplace that fosters creativity, diversity, and inclusion. By joining our team, you will benefit from:

• A competitive salary and comprehensive benefits package.
• Opportunities for continuous learning and professional development.
• Collaborative projects that challenge and inspire you.
• A supportive culture that values your contributions and promotes work-life balance.