IT Systems Analyst

6 days ago


Doha, Baladīyat ad Dawḩah, Qatar Starlink Qatar Full time
About the Role

At Starlink Qatar, we are seeking a skilled IT Systems Analyst to join our team. As a key member of our IT team, you will be responsible for ensuring the smooth operation, maintenance, and troubleshooting of IT applications used in call center environments.

Key Responsibilities:
  • Provide technical guidance and training to call center agents on application functionalities.
  • Develop and update user manuals, FAQs, and troubleshooting guides.
  • Ensure end-users follow IT policies and best practices for system usage.

Requirements

To succeed in this role, you will need:
  • Bachelor's degree in computer science, IT, or a related field.
  • 1-3 years of experience in IT application support, preferably in a call center or retail environment.
  • Strong knowledge of telephony applications used in call center.
  • Hands-on experience in call center systems such as Verint Workforce Management (WFM), Quality Management, Text and Speech Analytics for troubleshooting and performance optimization.
  • Familiarity with ticketing systems (ServiceNow, Jira, or similar ITSM tools).
  • Excellent problem-solving, communication, and customer service skills.
  • Ability to work in a fast-paced environment with shifting priorities.

Performance Metrics

Your success in this role will be measured by your ability to:
  • Incident resolution time within SLA.
  • System uptime and performance metrics.
  • User satisfaction ratings from call center staff.
  • Number of recurring issues and RCA effectiveness.


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