ICT SERVICE DESK AGENT

Primary Purpose of the JobSupport 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 SkillsMinimum 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 QualificationsTechnical 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).#J-18808-Ljbffr