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IT Service Desk Technician

1 month ago

Doha, Qatar Swan Global WLL Full time

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)