{"id":2806960,"url":"https://alion.io/job/ppl-dynamics-helpdesk-support-executive","title":"Helpdesk Support Executive","company":{"id":4444579,"name":"PPL Dynamics","domain":"ppldynamics.com","url":"https://alion.io/company/ppl-dynamics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amman, Jordan"],"countries":["JO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":true},{"name":"Zabbix","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-16T00:00:00Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"As a Helpdesk Support Executive you will serve as the primary point of contact between business users and technical support teams. Your role involves delivering effective helpdesk support ensuring timely resolution of issues and service requests through troubleshooting and appropriate escalation.\nKey Objectives\n Enhance the overall user experience by promptly addressing and resolving complaints and queries understanding user needs and delivering suitable solutions to ensure satisfaction.\nDiagnose technical problems encountered by business users and escalate complex issues to the technical support teams for further action.\nCommunicate user concerns requirements and feedback clearly to the support teams.\nResponsibilities\n User & Technical Support\n Provide continuous support and communication to users through multiple channels including phone email chat SMS and monitoring alerts.\nRespond efficiently and accurately to user inquiries resolving issues at the first level when possible or escalating them to the appropriate team as needed.\nConduct remote troubleshooting using diagnostic techniques as the first level of support.\nDeliver precise information regarding IT products and services.\n Issue Monitoring\n Monitor progress and follow up with technical teams until issues are resolved and service requests are completed.\nMaintain communication with stakeholders providing regular updates on reported issues.\nManage Incidents Problems Changes and Service Requests according to established processes.\nRelay user feedback and suggestions to relevant internal teams.\nMonitor alerts generated by the system and escalate to higher-level support when necessary.\nEnsure adherence to service level agreements (SLAs) and take corrective actions when delays are identified.\n Documentation & Reporting\n Prepare and submit reports such as monthly summaries incident logs custom and ad hoc reports to the Helpdesk Team Leader or Management.\nLog all issues and resolutions accurately in the centralized Service Portal.\nCategorize and prioritize issues based on impact and urgency in line with ITIL best practices.\n Qualifications\n Education\n Bachelors degree in information systems Computer Science Programming or a related field.\n Certifications\n ITIL Foundation Certification is preferred.\nFamiliarity with ITIL methodologies is an advantage.\n Experience\n Open to fresh graduates or those with 03 years of experience in helpdesk or user support.\nPrevious experience with IT Service Management tools and support processes is a plus.\nWork Requirements\n Flexibility to work in shifts including weekends and public holidays as per a rotating schedule.\nMust be available to provide 24/7 support coverage and fill in during team absences when needed.\n Skills & Competencies\n Strong service orientation with the ability to manage challenging interactions professionally.\nPositive empathetic and detail-oriented mindset.\nProblem-solving and analytical thinking abilities.\nExcellent communication and relationship-building skills with both users and internal teams.\nCapability to set realistic timelines for resolution follow up on issues and ensure successful closure.\nSolid understanding of computer systems mobile devices and related technologies.\n Technical Skills:\n Solid understanding of computer systems mobile devices and related technologies.\n Familiarity with tools such as:\n Freshservice / Jira Service Management / Zendesk\nPRTG / Zabbix / Nagios\nMicrosoft Teams / Slack\nRemote support tools and monitoring platforms","description_format":"text","description_chars":3518,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-18T06:47:37Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring 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