As a Helpdesk Operator, you’ll play a pivotal role in ensuring a seamless IT support experience for our end-users. Your responsibilities will include:
– Receiving end-user calls at our centralized IS Call Center.
– Allocating IS Helpdesk Service Request tickets, Support tickets, and Project tickets to the appropriate IS staff.
– Providing first-line support to end-users over the phone, swiftly resolving issues.
– Responding to and handling technical queries.
– Identifying and escalating tickets based on the nature of the calls.
– Staying up-to-date with the latest system information, changes, and updates.
– Undertaking special projects and additional tasks as needed.
Knowledge, Skills, and Experience:
To excel in this role, you should bring:
– Excellent Windows desktop support experience.
– A minimum of 3 years’ extensive experience with ManageEngine Desktop Central or Remote Control of SCCM.
– At least 3 years’ extensive experience working on and supporting ManageEngine Service Desk Plus system.
– Practical knowledge of Contact Center solutions for call management.
– Familiarity with ITIL principles and concepts, including Asset Management, Incident Management, Change Management, and Problem Management.
– Strong customer orientation and exceptional communication skills.
– Hands-on experience supporting business users for various IT services and applications.
– Practical knowledge of IT security controls and network infrastructure, with some IT planning experience.
– A minimum of 3 years’ experience working in the Oil and Gas/Energy sector.
– Knowledge of other enterprise systems is a plus.
– Certifications like ITIL v3/v4, MCSE, MCITP, MCM, MCSM, CCNA, A+ are advantageous.
– Experience working in a Data Center environment is also a plus.
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