Helpdesk Operator

4 months ago


Doha, Qatar Hot & Cold International Consulting Full time

**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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