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Service Desk Operator

2 weeks ago

Doha, Qatar Management Solutions International (MSI) Full time

Location- Doha, Qatar- Experience- 3-6- Job Type- Recruitment**Job Description**:
**Job Title**:Service Desk Operator**

**Description**

**Help Desk Operations**
- Establish a continuous contact with the users across all subsidiarie to ensure providence of IT Support & friendly use at all times.
- Identify end-user and customer requirements on technical support and information respectively, study their expectations and follow the designed framework: Direct Support on basic support requests or Routing to 2nd level support teams (Network, Systems, Telecom) for meeting these requirements.
- Ensure rapid and effective response/resolution for major or high incidents
- Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.

**Basic**IT **Support**
- Work closely with the support team to meet the company's service level agreement with the end-user.

**Escalation Management**
- Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users so that the defined channels of issue escalation are followed.

**Customer Feedback**
- Collect customer feedback on help & support provided to analyze any shortcomings in service & provide the same to the team leader for review to identify any changes if required in the support mechanism.

**Requirements**:

- Diploma in Computer Science or IT; Bachelors degree Is preferred
- Certification on ITIL Service Management or equivalent
- 3-5 years of experience in IT Support or helpdesk operations
- Strong knowledge and experience in ITIL service desk implementation and performance tuning

**Skills**:
Verbal Communication Skill, Sccm, Azure, Cisco, Vpn, Verbal Communication Skills, Attention To Detail, Customer Service, Excel, Communication Skill, Written And Verbal Communication, Microsoft Active Directory, Patience, Itil