ICT SERVICE DESK AGENT at QatarEnergy

QatarEnergy; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

QatarEnergy in Doha is seeking an ICT Service Desk Agent to provide high-quality technical support and prompt incident resolution for staff and subsidiaries. This full-time, on-site role focuses on delivering excellent customer service and accurate problem solving to keep business systems running smoothly.

The ideal candidate has at least 5 years in service desk roles, strong English communication, AD and Windows experience, and ITIL familiarity.

Qualifications

• Minimum 5 years’ experience in the Service Desk.
• Strong communication and customer service focus.
• Proficient with MS Office and ITSM tools; AD knowledge.

Responsibilities

• Provide technical support over the phone with professional demeanor.
• Act as single point of contact for staff IT issues.
• Utilize MS Office for support, reporting, and documentation.
• Perform desktop support and remote troubleshooting.
• Escalate issues appropriately within ICT.

Skills

Customer service

IT support

Phone skills

Communication skills

Problem-solving

Multitasking

Team player

On-call support

Desktop support

Remote desktop troubleshooting

Education

Technical diploma in Computer Science/Electronics

A+ Certification

Microsoft Specialist Certification Windows 7 & above

ITIL Certification

Tools

ITSM platform

Active Directory

Microsoft Office

Windows 7+

Job description

ICT SERVICE DESK AGENT at QatarEnergy in Doha, DAW, QA

This Full time on site position offers great opportunities for career growth.

Primary Purpose of the Job:

Support 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 Skills:

• Minimum 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 Qualifications:

echnical 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).