لم يعد يتم قبول المزيد من الطلبات لهذه الوظيفة
- Monitor ICT support team overall performance and ensure the delivery of consistent quality customer service and support, to achieve section's KPIs and CSFs.
- Act as 3nd level escalation for ICT support issues, this includes negative user's feedback and frustrated users, in effort to achieve high level customer satisfaction rates.
- Act on issues that require management attention e.g. VIP/VVIP requests and incidents, MAJOR incidents, Service disruption, service unavailability... Etc.
- Monitoring the process of ICT support to ensure courteous, timely, and effective resolution of end user issues.
- Constant review and update to incidents/request followed process and procedures followed by support team to ensure they follow ITS module of services.
- Track and analyze trends in Help Desk requests and generate statistical reports to management.
- Provide 3rd level technical support to issues raised by Support team.
- Coach and train ICT support team and Qatari developees, to expand their technical knowledge and experience.
- Oversee the development, implementation, and administration of support staff training and knowledge expansion.
- Ensure timely closure/implementation of cyber security controls resulted from cyber security taskforce, risk assessments, identified vulnerabilities, audits observations, to stay in line with the corporate security standards.
- Bachelor degree in Computer Science, Computer Engineering/Electronics or equivalent
- Recognized IT Certifications (CompTIA, Microsoft , CISCO ...)
- ITIL v4. Certification
- Excellent knowledge of the desktop technical technologies, standards and development methodologies
- Excellent experience in research and evaluation, in relation to desktop technologies and best practices.
- Hands on experience in IT CRM solutions
- Strong knowledge of Microsoft desktop and cloud solutions
- Ability to communicate effectively in clear English language.
- Excellent knowledge in Cloud technologies/platforms
- Excellent knowledge in mobile platform Support (IOS/ Android/ Windows)
- Excellent experience in ITIL/ITSM
- Ability to communicate effectively over phone, chat, email or in person
systems engineer - Qatar, دولة قطر - QatarEnergy
وصف
DepartmentSERVICE DESK & SITE SUPPORT INFORMATION & COMMUNICATION TECHNOLOGY
Title
SYSTEMS ENGINEER (SERVICE DESK & SITE SUPPORT)
Primary Purpose of Job
This position requires post-holder to be part of a team, and perform all tasks assigned to deliver top class service to our customers.
Post-holder is required to be up-to-date in IT CRM solutions and ITIL/ITSM support module, and latest IT desktop solution available in the market.
Excellent communication skills is required (telephone and face to face). Being able to communicate in Clear English/Arabic is equally important.Responsibilities will include but not limited to the following: