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).
QatarEnergy
You must sign in to apply for this position.