Service Desk Analyst

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

**WHAT CAN MEEZA OFFER YOU?**
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- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.**
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- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.**
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- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.**
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- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.**
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- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.**
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- **MEEZA offers market-leading benefits packages.**
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**IMPORTANT STEPS TO FOLLOW**:
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The primary responsibility of the **Service Desk Analyst** is to
- Proactively monitor support mailboxes and log in to the system.
- Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
- Create, document, and review work instructions to help deal with similar incidents and requests.
- Take full ownership of all open Incidents and Service Requests and update them on a daily basis as a minimum.
- Support Work Place Services in providing desk-side support to resolve users’ issues.
- As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes
- A high percentage of first contact resolution of clients’ and users’ Incidents and Service Requests.
- Achieve a set level of first-level resolution of clients’ and users’ Incidents and Service Requests.
- Ability to create work instructions to share acquired knowledge with peers.
- To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc)
- To work and be measured against strict Service Level Agreements
- Provide clients and users with clear, concise updates in relation to their Incidents and requests.
- Ability to work in all possible shifts (24*7 on shift basis).

**Operating Environment, Framework & Boundaries**:

- Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
- Must have the ability to work effectively in a multi-national, multi-cultural environment
- All outputs must adhere to the MEEZA SMF and agreed ISO standards

**Communications and Working Relationships**:

- Support in the resolution of client-related incidents
- Support continuous communication with all MEEZA clients on the status of their Service Requests
- Maintain technical compliance with all business directions and standards
- Undertaking to train entry-level employees

**Knowledge, Skills & Experience**:

- Post-secondary education in IT or related field
- Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA and CCNP)
- Hands-on experience of the different network systems such as CISCO IPT, VPN service, and first-level basic network troubleshooting skills.
- ITIL v3 / v4 Foundation (Training will be provided).
- In-depth knowledge and experience about the different end-user environments such as - but not limited to - Microsoft Office Suite, print management and administration, file sharing and collaboration, and basic hardware knowledge.
- Hands-on experience with Microsoft Operating systems (Windows 10, Windows server).
- Experience required with Microsoft Active Directory, Exchange, Azure and O365 administration.
- Appropriate knowledge about IT security fundamentals.
- Hands-on experience with endpoint security systems.
- Basic knowledge of desktop/server virtualization.
- Experience with HP Service Manager is a plus.
- Experience with Microsoft Active Directory, Exchange and O365.
- Experience or knowledge about SCCM, Intune, and Bitlocker is highly recommended.
- Operational experience in maintaining complex IT environments.
- Excellent English and Arabic written and verbal communication skills.