IT Help Desk Co Ordinator

1 day ago


Doha, Qatar FMG Full time

**QUALIFICATION**:

- BACHELOR OF COMPUTER / IT
- ARABIC CANDIDATE
- CUSTOMER SERVICE
- EXPERIENCE WITH IT TICKETING SYSTEMS IS PREFERED
- ITIL V4

ONLY IN DOHA
- **ONLY ARAB**_

**JOB DESCRIPTION**:

- Primary duties will be to provide 24/7/365 Tier 1 Phone 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 and on Phone
- 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.
- To Follow up with the team and update the customer on current status of the reported issue.
- To get feedback from client about the satisfaction of work completed.
- 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.
- To provide weekly report an open issue escalated issue
- To follow up with internal team for required material license, document, etc.

**QUALIFICATION**:

- BACHELOR OF COMPUTER / IT
- ARABIC CANDIDATE
- CUSTOMER SERVICE
- EXPERIENCE WITH IT TICKETING SYSTEMS IS PREFERED
- ITIL V4

**EXP REQUIRED**:
2 YEARS

**Job Types**: Full-time, Permanent

**Salary**: From QAR5,000.00 per month

Ability to commute/relocate:

- Doha: Reliably commute or planning to relocate before starting work (required)


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