Job details
Department SERVICE 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. Monitor ICT Support team performance and provide 3rd level support to customers within established KPIs. Monitor the implementation of ICT department projects and liaises with other teams to ensure successful implementation. 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: • 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.
Education • Bachelor degree in Computer Science, Computer Engineering/Electronics or equivalent • Recognized IT Certifications (CompTIA, Microsoft , CISCO …) • ITIL v4. Certification
Experience & Skills
• 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
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