Overview

We are looking for a Help Desk Operator, who will be responsible for providing first-line support to enrolment centers, operators, and citizens by handling inquiries, requests, and technical or operational issues related to ID and other biometric documents.

Responsibilities:
  • Receive and handle incoming calls, emails, and support tickets from enrolment centers, operators, and citizens
  • Provide first-line troubleshooting and support for operational and system-related issues
  • Accurately log, track, and update incidents and service requests in the help desk system
  • Escalate unresolved or complex issues to the Help Desk Coordinator or relevant technical teams
  • Follow up on open tickets to ensure timely resolution and customer satisfaction
  • Provide guidance to operators and users on system usage, procedures, and common issues
  • Maintain clear and professional communication with all stakeholders
  • Ensure compliance with internal procedures, policies, and service standards
  • Contribute to maintaining accurate records of incidents, resolutions, and recurring issues
  • Support testing and validation activities when system updates or changes are introduced
  • Assist in maintaining and updating the internal knowledge base and FAQ materials
  • Promote a customer-focused and service-oriented approach in all interactions
Required Qualifications:
  • Bachelor’s degree or a relevant background preferred Prior work experience is an advantage
  • Ability to handle calls, emails, and user inquiries professionally Problem-solving skills to resolve user issues efficiently
  • Accurate logging and follow-up of requests and tickets
  • Ability to explain processes and guide non-technical users
  • Patience, empathy, and a service-oriented attitude
  • High sense of responsibility in handling personal data
  • Ability to work under pressure and collaborate in a fast-paced environment
  • Excellent verbal and written communication skills in Armenian; English is an advantage
  • Ability to follow procedures with consistency and accuracy
  • Proficient computer skills, including Microsoft Office High accuracy in data entry and attention to detail
  • Honesty, integrity, and confidentiality handling
  • Strong customer service and communication skills
Technologies:
  • Microsoft Office
Note:

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