Service Desk Specialist

Title – Service Desk Specialist
Location – Qatar (Qatar locally available candidate)
Year of experience – 5+ years
Duration – 3 Months (May be extended for 1 more month)

Job Description –
Minimum 5 years of experience in providing on call and remote Level 1 IT Support to end user IT services such as desktop/laptop hardware and operating system, collaboration tools such as email client, MS Teams, Printers, Scanners.
Hands on experience to perform remote troubleshooting.
Experience in managing high volume of customer service.
Overarching broad based IT Knowledge across the whole domain.
Proficient in quality, processes and best practices.
Broad understanding of emerging technologies and market needs within IT Service Desk domain.
Experience of working in a customer service environment.
Analytical and problem-solving skills.
Experience of working in the region and knowledge of local culture will be an added benefit.
High attention to detail and accuracy.
Flexibility and a related ability to work autonomously.
A positive attitude, patience and persistence, especially when dealing with various internal and external stakeholders.

Education Qualification – Bachelor’s degree in computer science, Management Information Systems or equivalent experience
Relevant IT certifications such as Microsoft, Networking etc. will be an advantage

Key Responsibilities –

Provide on call and remote Level 1 support for IT Incident Management, IT Service Request Fulfilment.
Perform day to day tasks and activities.
Effectively communicate with clients.
Escalate IT issues for timely resolution.
Manage client IT requests to resolution.
Dispatch request to appropriate second level support groups according to procedures.
Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.
Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any recent updates.