IT Support Agent

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

About the Role:

The IT Support Agent will be responsible for delivering technical support to employees, responding to calls, emails, and tickets in a timely manner. Key responsibilities include evaluating and escalating unresolved incidents or requests, documenting all interactions, and verifying resolution with end users.

Key Responsibilities:

  1. Provide technical support to employees, responding to calls, emails, and tickets in a timely manner.
  2. Evaluate and escalate unresolved incidents or requests to the concerned team, providing initial diagnosis and solutions.
  3. Act as a focal point of contact between employees and IT departments, ensuring seamless communication and collaboration.
  4. Document all interactions by logging tickets on the ITSM system, maintaining accurate records and reporting metrics.
  5. Verify resolution with end users, resolving assigned incidents, and identifying areas for process improvement.

Requirements:

  • Bachelor's Degree in computer science, information systems, engineering, or a related field.
  • 3+ years of experience as an IT Support Agent, preferably in a Windows client OS environment.
  • Extensive troubleshooting knowledge and hands-on experience in Microsoft Office Applications and related technologies.


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