Senior Helpdesk/service Desk Analyst
1 week ago
**Job Overview**:
As a Helpdesk/Service Desk Analyst, you will specialize in overseeing and governing IT helpdesk and service desk operations. Your primary focus is on optimizing workflows, setting and enforcing operational standards, and ensuring the efficient and effective delivery of support services to meet organizational IT governance objectives. You will be a crucial link between end-users and IT, ensuring that technical issues are resolved promptly and that IT services align with the organization's needs.
**Key Responsibilities**:
**Helpdesk and Service Desk Management**: Lead and manage the day-to-day operations of the helpdesk and service desk. Assign and prioritize support tickets, monitor the team's performance, and ensure timely issue resolution.
**Incident and Request Handling**: Oversee the handling of IT incidents and service requests. Ensure proper triage, diagnosis, and resolution, adhering to agreed-upon service levels and best practices.
**Workflow Optimization**: Continuously review and optimize helpdesk and service desk processes. Identify bottlenecks and areas for improvement to enhance efficiency and response times.
**Operational Standards**: Develop, document, and enforce operational standards, including ticket management, escalation procedures, and response time benchmarks.
**User Support**: Provide direct support to end-users, assisting with technical issues and inquiries. Act as a point of contact for complex or escalated incidents.
**User Training and Self-Help Resources**: Promote user training and self-help resources to empower end-users to resolve common issues independently and reduce the volume of support requests.
**Reporting and Metrics**: Monitor and report on key performance indicators (KPIs), such as ticket volume, response times, resolution times, and customer satisfaction. Use data to identify trends and areas for improvement.
**Knowledge Base Management**: Develop and maintain a comprehensive knowledge base of support solutions, troubleshooting guides, and FAQs to assist the team and end-users.
**Quality Assurance**: Implement quality assurance procedures to ensure that support interactions meet the organization's standards for professionalism, accuracy, and customer service.
**IT Governance**: Ensure that helpdesk and service desk operations align with MOT’s IT governance objectives, including compliance with policies and security protocols.
**Collaboration with IT Teams**: Collaborate with other IT teams, such as network, systems, and security, to facilitate the resolution of complex issues and the implementation of IT projects.
**Vendor and Supplier Management**: Manage relationships with third-party vendors and service providers to ensure that service-level agreements are met and issues are resolved.
**Continual Learning**: Stay updated on IT industry trends, support methodologies, and emerging technologies to enhance knowledge and skills.
**Qualifications**:
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
- Minimum 8 years of experience.
- Relevant certifications, such as CompTIA A+, ITIL, or HDI Support
- Center Analyst are advantageous.
- Proven experience in helpdesk or service desk operations and support.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Familiarity with helpdesk and service desk software and tools.
- Customer service-oriented mindset
Pay: QAR15,000.00 - QAR20,000.00 per month
**Education**:
- Bachelor's (required)
**Language**:
- English,Bilingual (required)
License/Certification:
- CompTIA A+,ITIL or HDI Support Center Analyst (required)
Application Deadline: 03/01/2025
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