NamasteAi
HELPDESK CALL COORDINATOR
NamasteAi Abu Dhabi, United Arab Emirates
Job Description:

Responsibilities
Ticket Management: Triage, categorize, and prioritize incoming requests, incidents, and problems via phone, email, or chat.
Escalation & Coordination: Route tickets to the correct IT staff or third-party vendors and monitor them until a resolution is confirmed. 
Customer Communication: Provide users with regular updates on ticket status, expected resolution times, and deliver empathetic customer service. 
Reporting & SLAs: Track Key Performance Indicators (KPIs) and SLA compliance, generating reports to identify trends or areas for workflow improvement.
Asset & Knowledge Administration: Assist with IT asset inventory tracking and maintain documentation in the knowledge base.
Qualifications & Skills
Experience: 1-3 years in a call center, IT support, or customer service environment.
Technical Skills: Familiarity with helpdesk ticketing platforms (e.g., Zendesk, ServiceNow, Jira), CRM software, and basic IT troubleshooting.
Soft Skills: Exceptional communication, multitasking, and conflict resolution skills.

Industry:

Business Services

Category:

Business Company Services

Skills:
Communication
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Job Information

  • Career Level:

    Middle Level

  • Location:

    Abu Dhabi, United Arab Emirates

  • Job Type:

    Full Time

  • Experience:

    4 Yrs - 6 Yrs

  • Qualifications:

    Bachelor Degree

  • Salary:

    Confidential

  • Date posted:

    16th July 2026

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