IT Service Desk Level 1 Remote Support

4 days ago

Doha, Qatar SFAI Qatar Full time

Provide Level L0/L1 and selected Level 2 support, together with dispatching to other listed QAFCO Level 2 support/resolver groups, to Authorized Users on both a reactive and a proactive basis.
- Identify and tag VIP Authorized Users’ Incidents and service requests to the Service Desk for expedited service.
- Verify that Incidents to the Service Desk from VIP Authorized Users are recognized as such upon receipt of the Incident to ensure immediate response from the Service Desk.
- Restore the service operation as quick as possible by doing the first analysis and diagnostic with users and resolve known issues as per the agreed SLA.
- Investigate root cause and implement the solution or the workaround.
- Follow given procedure and template for troubleshooting activities and incident resolution in order to meet the required first call resolution time.
- Maintain and update on a regular basis a knowledge database and use it as a resource for incidents resolution along with SOPs
- Maintain and update on a regular basis a product and categories catalogue used to categorize accurately the cases.
- Users to be followed up on both a reactive and a proactive basis.
- All the dispatched cases should have a clear description of the first checks and resolution scenarios applied before escalating to any other groups.
- Manage Incidents from Authorized Users relating to all IT Services in conformance with Incident Management.
- Manage Service Requests from Authorized Users relating to all IT Services in conformance with Service Fulfilment and Change Management.
- Manage access requests from Authorized Users relating to all IT Services in conformance with Access Management.

**Job Types**: Full-time, Contract
Contract length: 36 months

Pay: Up to QAR8,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- similar role : 5 years (preferred)

License/Certification:

- Qatar ID (preferred)

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