Summary
QatarEnergy is seeking an ICT Service Desk Agent in Doha to provide technical support and resolve IT issues for employees and subsidiaries. The role handles incidents and requests through phone, chat, email and in-person support, with desktop, mobile and remote troubleshooting as needed. Applicants need a technical diploma or equivalent, at least five years of service desk experience, and at least three years supporting desktop systems after diploma; IT certifications such as A+, Microsoft Specialist or ITIL are recognized. Shift, standby, after-hours and on-call duties may be required.
The posting
As published on qatarenergy.qa. Pulled from the employer's site and shown as they wrote it.
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
echnical 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).
echnical 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).
- 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