Qatar - Onsite - Service DeskHelp Desk engineer

Job Role: Service Desk/Help Desk engineer

Experience: 5 years

Location: Qatar (Onsite)

Duration: 1 years (extendable)

Summary:

IT Service Desk is a technical team that function as a SPOC to receive all calls form the users including customers staff

public health sector employees private sector staff and outside Qatar across different locations for IT interactions (Incidents

and Service Requests) understand their complain record it in the ITSM tool classify it attempt to resolve it remotely

escalate it following up until the Incident/Service request is resolved/completed.

Onsite assistance (IT Support) is the second level support that perform onsite support servicing for user s IT services.

Maintaining analyzing troubleshooting and repairing of user s endpoints hardware software and networks and for issues

transferred from Call Center (IT Service Desk) for issues which needs physical presence.

Job Responsibility:

Act as a Single Point of Contact (SPOC) and coordinate the resolution of reported issues for IT services as outlined in Client

Services/Work Items.

Respond to support requests via phone email live chat and ITSM portal as provided by CUSTOMER .

Categorize prioritize and log issues based on their impact on services into the ticketing system.

Provide firstlevel remote support across multiple communication channels including remote access telephone instructions

and email resolutions.

Aim for first call resolution in line with SLAs addressing user needs promptly and effectively.

Conduct root cause analysis for recurring and priority 1 and 2 issues to minimize future disruptions.

Update and transfer tickets to appropriate support groups based on issue complexity and requirements.

Monitor and ensure the fulfillment of SLAs and maintain proactive communication with users until issues are resolved.

Coordinate with various support groups to ensure timely resolution of incidents and service requests.

Develop document and maintain Standard Operating Procedures (SOPs) for IT services/subservices to ensure compliance

with customer requirements and consistency across the team.

Adhere to ITIL best practices and customerdefined service management processes.

Assist endusers with How to queries related to IT services enhancing their understanding and utilization of available

resources.

Develop document and maintain the service knowledge base comprising troubleshooting guides frequently asked

questions and regularly updated information. This includes new issues solutions best practices and processes for resolving

user problems.

Prepare and communicate Incident Service Request SLA performance reporting significant trends (daily weekly monthly

and adhoc) and any other reports that CUSTOMER might ask for related to the functioning of the Call center support

services (IT Service Desk).

Perform regular reviews of environment highlight areas which are not conforming to best practices and work with CUSTOMER to implement solutions.

Establish a change management process for system software or configuration modifications.

Make suggestions for improvements or enduser education to reduce recurrence of issues.

Maintaining a positive empathetic and professional attitude toward customers at all times .

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Educate Users to drive more selfservice and preventive measures.

Ensure customer satisfaction and provide professional customer support.

Conduct regular assessments of user feedback including Customer Satisfaction Surveys.

Building trust relationships with End users.

KNOWLEDGE AND EXPERIENCE:

Minimum Five years experience in large scale Service Desk Or IT Support Team

Should have Desktop Platforms Software and Business Application Support :

Remote troubleshooting and diagnosis of OS issues on Users devices.

Remote installation upgrade configuration troubleshooting and diagnosis of desktop and business application on

user s devices and any other applications used by IT users

Assist and answering users How to questions related to desktop and business Application.

Ensure adherence to licensing agreements and oversee software renewal through Software license management tool

provided by Client.

Assist in testing and evaluating new applications.

End User Account Management & Support :

Creation deletion extend and unlock of AD users and maintain user s information/details as per standards .

Support in reset password according to approved procedures and deal with password issues .

Configuration of email account on Users devices .

Troubleshooting and diagnosis of user AD accounts email account email archiving and calendar issues on user s

devices .

Microsoft Office 365 and Collaboration Support:

Remote installation upgrade and configuration of MS Office 365 applications on user s devices and as per standards .

Remote troubleshooting and diagnosis of MS Office 365 issues.

Provide support for Mail clients and establish email connectivity.

Assist users on MS Office 365 applications capabilities and collaboration tools (Excel Word PowerPoint OneDrive

Skype MS Teams etc.).

Desktops Laptops Tablet Printers and Mobile devices Support:

Troubleshooting and diagnosis of user s devices remotely like (Computers laptops Printers Network Printers

scanners etc.) or any other IT equipment.

Adding/sharing and configuring printers to the user s devices .

Troubleshooting and diagnosis of printing failures printer s software and network issues remotely.

Assist users to configure their emails in mobile devices.

Remote troubleshooting and diagnosis of mobile devices Email software and network issues .

Monitor devices throughout their lifecycle including managing repairs replacements and retirements.

Experience in Using ITSM or Ticketing System (SMax Summit Manage Engine Service Desk Service Now Remedy

HP ITSM ..)

Excellent in handling Incidents Change Management Request for fulfillment Processes

Excellent Knowledge in handling SLA Time (Response Escalate Notify Resolution )

At least ITIL V3 or V4 Certified

Have IT Hardware Certificate

Excellent Knowledge in writing email answer phone Call center capability

First level of IT Infrastructure (network Systems . Applications) troubleshooting and incindets response.

Excellent background in IT Network ( Application Servers FW Router Switch DNS DMZ Protocols Configuration

Understands Topology VPN ) .

Understand IT Network Performance & Availability monitoring.

Extensive experience working in Service Desk environments.

Knowledge and Understand of Alarms related to Deferent servers hardware systems DB Storage Backup Applications

Experience in performance and Status Report

Excellent Knowledge in Deferent type of Security Procedures Deferent type of Attacks

Certifications:

• University Degree in Computer Science or a related subject
• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Solutions Associate (MCSA)
• ITIL Foundation V3 or V4
• Comp TIA Security
• CompTIA Network
• CompTIA Systems
• Cloud Foundation
• International computer driving license (ICDL)

Language Skills:

• Arabic
• English
• Hindi

laptop support,service request management,ccna,root cause analysis,comptia systems+,it service desk,security procedures,account management,itil foundation,icdl,help desk support,network troubleshooting,service desk management,itsm,standard operating procedures,desktop support,ticketing systems,change management,mcsa,sla management,comp tia security+,knowledge base management,end user support,customer support,it service,itil,incident management,printer support,mobile device support,comptia network+,cloud foundation,it support,troubleshooting,microsoft office 365,it hardware