Help Desk Coordinator

7 months ago


Doha, Qatar FLORA GROUP Full time

_**JOB DESCRIPTION**:_
- Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the clients to meet and/or exceed established Service Level Agreements (SLA's)
- Manage Help Desk responsibility and resource allocation Depending on the priority
- Answer help desk lines and troubleshoot remotely
- Resolve helpdesk service calls using documented procedures.
- Support Technical staff members on support work.
- Handle Help Desk ticketing system through Track IT.
- Solve routine issues and escalate complex issues based on priority.
- Help to develop and maintain documentation for procedures and troubleshooting
- Develop, execute and follow company operational policies, standards and work instructions for customer support.
- Provide help desk monthly reporting in collaboration with the Service Manager and to clients whenever required
- Ensure customer satisfaction through continuous status information.
- Develop and manage internal and external support documentation.
- Available to receive support calls 24l7 or whenever required.
- Coordinate with internal Departments to ensure the calls completion without escalation, providing supporting documents in a timely manner.
- To manage Documents on daily basis and provide the necessary documents to other departments, Management, client as per the company needs and policy.
- **Qualifications**:_
- BACHELOR OF COMPUTER / IT
- ARABIC CANDIDATE
- CUSTOMER SERVICE
- EXPERIENCE WITH IT TICKETING SYSTEMS IS PREFERED
- 2 YEARS EXPERIENCE IS REQUIRED


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