ICT SERVICE DESK AGENT
2 weeks ago
Primary Purpose of the Job
Support the delivery of high-quality customer service, focused technical support, and provide timely and accurate problem resolution to a wide range of complex technical issues, to achieve high level of user satisfaction.
Required Experience and Skills
- Minimum 5 years’ experience in the Service Desk area using any popular ITSM solution.
- Ensure the end-to-end customer experience and provide a single point-of-contact for the QatarEnergy’s Staff and its Subsidiaries’ regarding IT issues and requests.
- Provide technical support over the phone, good phone skills, professional demeanor, previous customer service experience strongly desired.
- Utilize efficiently Microsoft Office applications for support, reporting and documentation.
- Apply excellent oral and written communication skills.
- Apply good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Handle constantly changing flow of traffic and remain productive during slow times and multitask effectively during busy times in support of the Division business objectives.
- Apply technical knowledge to think around problems and come up with creative solutions.
- Apply Basic Active Directory knowledge in resetting passwords, unlocking accounts, and providing technical solutions.
- Identify technical issues/problems and assess magnitude to ensure the right solution is applied using established procedures, guidelines, and technical experience.
- Carry out diagnostic troubleshooting by selecting and using appropriate technical references.
- Ability to multi-task, handle multiple high-priorities, balance priorities.
- Assume ownership of incidents and requests escalated by Service Desk Specialists.
- Must be able to work effectively independently, or as a member of a team.
- Exercise patience and professionalism during stressful situations.
- Ability to work with or without direct supervision.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Identify alternative solutions to resolve non-standard problems.
- Escalate issues to higher level support within the ICT department.
- Constant contact with business users to discuss support requirements, service, and training.
- Work closely with ITC Directorate personnel to discuss directions, users’ needs, and issues related to support.
- Excellent communication skills.
- Provides after hours and on-call support as needed.
- Work on standby and shift duties when needed.
- Provide Desktop Support as Site Technician when needed.
- Team player.
- Strong knowledge of Microsoft based operating systems and Microsoft Office.
- Be able to provide basic Mobile support for QatarEnergy users.
- Ability to communicate effectively over phone, chat, email or in-person in a clear English language and preferably Arabic language.
- Strong analytical skills.
- Ability to solve problems.
- Able to communicate technical details and instructions in plain, non-technical language.
- Strong comprehension of desktop hardware and troubleshooting.
- Be able to perform remote desktop troubleshooting.
Educational Qualifications
- Technical diploma in Computer Science, Computer Engineering/Electronics or equivalent.
- Minimum 3 years post-diploma experience in installing and supporting desktop systems in a distributed environment.
- Recognized IT Certifications (A+, Microsoft Specialist Certification Windows 7 & above, ITIL).
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