Qatar - Onsite - Service Desk/Help 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.

· On-site 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 first-level 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/sub-services to ensure compliance

with customer requirements and consistency across the team.

· Adhere to ITIL best practices and customer-defined service management processes.

· Assist end-users 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 ad-hoc), 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 end-user 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 self-service 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 (S-Max, 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