Service Desk Staff

Arab Solutions; Doha; On-site; QAR 60,000 - 100,000; Full time

Job summary

Arab Solutions in Doha, Qatar is seeking a Service Desk Staff to provide coverage during business hours, handling incidents and requests via multiple channels. The role requires ITIL Foundation and Microsoft 365 certifications, with at least 3 years in hardware/software helpdesk, and fluency in English and Arabic.

The successful candidate will log and escalate tickets in the ITSM tool, create problem records, and keep users informed of progress while contributing to knowledge base updates and

Qualifications

• University degree in Computer Science, Information Technology, or equivalent.
• ITIL Foundation certification is mandatory.
• Microsoft 365 certification is required.
• At least 3 years of experience in hardware/software helpdesk services.
• Excellent communication skills; fluent in English and Arabic.

Responsibilities

• Provide Service Desk coverage during business hours.
• Receive and log incidents/requests via multiple channels.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Assist users in resolving incidents or service requests over the phone or other channels.
• Escalate incidents/requests not resolved within SLAs to L2 support teams.
• Create Problem records when required.
• Close resolved incidents and requests; manage tickets through lifecycle.
• Provide updates to Knowledge Management Database and FAQ.
• Communicate progress of incidents/service requests to users.
• Identify VIP users and prioritize their requests.
• Conduct and report on User Satisfaction Surveys and implement improvements.

Skills

English proficiency

Arabic proficiency

Good communication

Education

ITIL Foundation Certified

Microsoft 365 Certified

Bachelor's degree in Computer Science/IT

Job description

Job Role: Service Desk Staff

Job Description:

• Provide Service Desk coverage during business hours.
• Receiving users' incidents and requests via multiple Communication Channels.
• Logging, categorizing, and prioritizing all tickets in the ITSM tool.
• Assist Users in resolving Incidents or service requests over the phone or othercommunication channels.
• Escalating incidents and service requests that cannot be resolved within agreed-on timelimits to different support teams (L2).
• Creating Problem records if required.
• Closing resolved incidents, requests, and other tickets records.
• Manage tickets throughout its lifecycle until its resolution.
• Providing continuous updates to Knowledge Management Database.
• Providing continuous updates to Frequently Asked Questions (FAQ).
• Communicating with users to keep them informed of the progress of incidents/servicerequests statuses.
• Send Outage notification Information when requested.
• Identify VIP users and treat their requests to high priority.
• Conduct User Satisfaction Surveys.
• Review the results of the satisfaction survey and provide reports on the results.
• Carry out a plan to implement any suggestions that arise from the satisfaction survey.
• Provide necessary Service Desk reports (Summary of Incidents/ Service requests volume,Reports by incident category, Open Tickets v/s Closed Tickets, Tickets, SLAs and KPIsachievements, Reports on incidents/ Service Requests aging, etc.).

Requirements

• University Degree in Computer, Information Technology, or equivalent.
• Must be ITIL Foundation Certified.
• Microsoft 365 Certified.
• At least 3 years of experience in hardware/software helpdesk services.
• Expert in supporting applications and systems and analyzing Business requirementsrelated to applications and procedures.
• Good communications skills.
• Fluent in English and Arabic (English/Arabic).