Helpdesk Operator
4 months ago
**Helpdesk Operator**
**Job Description**:
- **Receive end-user calls at the centralized IS Call Center.**:
- **Allocate IS Helpdesk Service Request tickets, Support tickets and/or Project tickets to the appropriate IS staff based on the nature of the ticket.**:
- **Provide first line support to end-users on the phone to resolve issues quickly.**:
- **Respond to and deal with technical queries.**:
- **Identify and escalate tickets based on the nature of the calls.**:
- **Stay current with latest system information, changes, and updates.**:
- **Perform special projects and related work as and when required.**
Knowledge Skills and Experience:
- **Must have excellent Windows desktop support experience.**:
- **Must have at least 3 years’ experience in extensive use of ManageEngine Desktop Central or Remote Control of SCCM.**:
- **Must have at least 3 years’ extensive experience in working on and supporting ManageEngine Service Desk Plus system.**:
- Must have experience of any Contact Center solution for receiving and managing user calls.
- **Must have practical knowledge of ITIL principles and concepts pertaining to Asset Management, Incident Management, Change Management, and Problem Management.**:
- **Must be customer oriented and excellent communication skills.**:
- **Practical knowledge of IT security controls & network infrastructure, with some IT planning experience.**:
- **Must have at least 3 years’ experience working in the Oil and Gas/Energy sector.**:
- **Knowledge of other enterprise systems is preferred.**:
- **Certifications such as ITIL v3/v4, MCSE, MCITP, MCM, MCSM, CCNA, A+ would be an advantage.**:
- **Experience working on a Data Center environment is an advantage.**
**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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