Job 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.  

Primary 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 Skills & Qualifications

• Bachelor’s degree or a relevant background preferred Prior work experience is an advantage 

• Strong customer service and communication skills 

• 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

We appreciate the time and interest of everyone who applies. However, due to the high volume of applications we receive, only candidates who are shortlisted will be contacted.

If you do not hear from us within one month of submitting your application, it means that you were not preselected for this position and will not move forward in the recruitment process.

Thank you for your understanding and for considering this opportunity with us.