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IT Service Desk Technician
3 weeks ago
IT Service Desk Technicians
**4. Act as the first point of contact for all kinds of IT incidents, problems and requests**
**5. Dispatch the Tickets from ServiceDesk Queue to relevant resolver.**
**6. Provide timely status updates on open incidents or service requests and follow up until its closure with Level 1 & Level 2 teams.**
**7. Inspect and troubleshoot attendance recording devices in all sites.**
**8. Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.**
**9. Relocation of PCs, Mac & Peripherals as required by users.**
**10. Track the incident until closure and keep the User up to date with the incident status.**
**11. Selective quality checks on closed incidents & service requests**
**12. Troubleshoot repeated and common issues reported in ServiceDesk and report to QM on areas for improvements. Provide end user desktop support via remote control viewers.**
**13. Deploy standard Applications from package deployment solutions.**
**15. On-site installation of new PCs, iMac and locally attached peripherals such as printers, image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.**
**17. Meeting room arrangements and supporting Skype meeting, WebEx, GoToMeeting, tele conference calls etc.**
**18. Multimedia / AV Support for presentation and meetings.**
**19. Preparation and on-site installation of networked printers and local printers that will serve QM Business Applications users.**
**20. Replace and/or Upgrade of PC hardware as required such as increase of memory or hard disk size.**
**22. Troubleshooting of hardware and software for PCs, Mac & Peripherals.**
**23. Recovery (If possible) of user's data caused by failure of hardware orsoftware.**
**24. Responsible for managing and maintaining an accurate inventory of end user IT equipment in the Asset tracking system.**
**25. Responsible for Asset Tagging of IT end user equipment's.**
**26. On call support after working hours.**
**27. Understanding of electrical safety procedures**
**Qualification**
**1. Must be a graduate from a recognized University or a diploma holder with main area of study being in Computer Science or Engineering or a field of study that will enable the individual to provide quality services.**
**2. Certifications in the relevant areas (with respect to the scope) will be given due consideration such as in service management (e.g., ITIL certification)**
**3. Must have a minimum of three years of experience providing services in government entities for the scope in this document.**
**4. Bilingual English and Arabic is advantage.**
Qatar Driving license is advantage
License/Certification:
- ITIL (required)
- Qatar Driving License (preferred)
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