Service Desk Technician

7 days ago


Doha, Baladīyat ad Dawḩah, Qatar K20s - Kinetic Technologies Private Limited Full time
Job Title
Service Desk Technician / Operator
Section
Infrastructure Services
Department
Information & Communication Technology (ICT) Department
Job Summary
The Service Desk Technician/Operator is responsible for providing first-level IT support across all subsidiaries, ensuring continuous and user-friendly communication with end-users. This role requires the ability to diagnose and resolve technical issues or escalate them efficiently to second-level support teams. The technician will play a critical role in incident resolution, service quality improvement, and customer satisfaction.
Key Responsibilities
End-User Support:
  1. Maintain continuous communication with users to provide prompt and accessible IT support.
  2. Identify technical requirements and expectations of end-users and deliver effective support.
  3. Route complex issues to appropriate 2nd level support teams (e.g., Network, Systems, Telecom).
  4. Prioritize and respond swiftly to high-priority or major incidents.
Incident Monitoring & Resolution
  1. Monitor incident status and follow up on open issues with respective support teams.
  2. Ensure timely resolution of incidents to meet agreed Service Level Agreements (SLAs).
Basic IT Support
  1. Provide first-level support for system errors, application failures, and connectivity issues.
  2. Collaborate with the broader IT team to minimize business disruption and service downtime.
Escalation Management
  1. Educate users on escalation policies and ensure adherence to proper procedures.
  2. Properly document and escalate unresolved issues to second or third-tier support teams.
Customer Feedback & Service Improvement
  1. Collect and analyze user feedback on IT support services.
  2. Recommend improvements based on user feedback and system performance insights.
  3. Contribute to service desk enhancement initiatives.
Minimum Qualifications
  1. Bachelor's degree in IT, Computer Engineering, or a related field.
Minimum Experience
  1. 8 to 10 years of experience in a Service Desk or IT Support role.
Certifications
  1. ITIL4 Foundation or higher (required)
  2. CompTIA A+ (required)
  3. Network+ (preferred)
  4. Azure Fundamentals / Cloud Certification (preferred)
Other Requirements
  1. Valid Qatar Driving License (required)
  2. Bilingual – English and Arabic (preferred)
Job-Specific Skills
  1. Proficiency in service desk tools like ServiceNow, BMC Remedy, OpenText, etc.
  2. Strong troubleshooting skills for software, hardware, and network-related issues.
  3. Hands-on experience with Microsoft Windows, Office 365, and enterprise software solutions.
  4. Excellent analytical, problem-solving, and multitasking abilities.
  5. Strong communication and interpersonal skills.
  6. Customer-focused mindset with the ability to work with both technical and non-technical users.
  7. Up-to-date knowledge of modern IT tools and technologies.
  8. Deep understanding of ITIL processes, especially incident, problem, and request management.
Skills: problem-solving, ticketing systems, customer service, active directory, documentation, communication skills, inventory management, incident management, mac operating system, troubleshooting, training, network configuration, hardware and software support, technical support, itil framework, windows operating system
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