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Service Desk Analyst

2 months ago

Doha, Qatar MEEZA Full time

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

**WHAT CAN MEEZA OFFER YOU?**
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- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.**
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- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.**
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- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.**
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- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.**
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- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.**
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- **MEEZA offers market-leading benefits packages.**
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**IMPORTANT STEPS TO FOLLOW**:
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The primary responsibility of the **Service Desk Analyst** is to
- Proactively monitor support mailboxes and log in to the system.
- Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
- Create, document, and review work instructions to help deal with similar incidents and requests.
- Take full ownership of all open Incidents and Service Requests and update them on a daily basis as a minimum.
- Support Work Place Services in providing desk-side support to resolve users’ issues.
- As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes
- A high percentage of first contact resolution of clients’ and users’ Incidents and Service Requests.
- Achieve a set level of first-level resolution of clients’ and users’ Incidents and Service Requests.
- Ability to create work instructions to share acquired knowledge with peers.
- To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc)
- To work and be measured against strict Service Level Agreements
- Provide clients and users with clear, concise updates in relation to their Incidents and requests.
- Ability to work in all possible shifts (24*7 on shift basis).

**Operating Environment, Framework & Boundaries**:

- Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
- Must have the ability to work effectively in a multi-national, multi-cultural environment
- All outputs must adhere to the MEEZA SMF and agreed ISO standards

**Communications and Working Relationships**:

- Support in the resolution of client-related incidents
- Support continuous communication with all MEEZA clients on the status of their Service Requests
- Maintain technical compliance with all business directions and standards
- Undertaking to train entry-level employees

**Knowledge, Skills & Experience**:

- Post-secondary education in IT or related field
- Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA and CCNP)
- Hands-on experience of the different network systems such as CISCO IPT, VPN service, and first-level basic network troubleshooting skills.
- ITIL v3 / v4 Foundation (Training will be provided).
- In-depth knowledge and experience about the different end-user environments such as - but not limited to - Microsoft Office Suite, print management and administration, file sharing and collaboration, and basic hardware knowledge.
- Hands-on experience with Microsoft Operating systems (Windows 10, Windows server).
- Experience required with Microsoft Active Directory, Exchange, Azure and O365 administration.
- Appropriate knowledge about IT security fundamentals.
- Hands-on experience with endpoint security systems.
- Basic knowledge of desktop/server virtualization.
- Experience with HP Service Manager is a plus.
- Experience with Microsoft Active Directory, Exchange and O365.
- Experience or knowledge about SCCM, Intune, and Bitlocker is highly recommended.
- Operational experience in maintaining complex IT environments.
- Excellent English and Arabic written and verbal communication skills.

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