Service Desk Staff Job ID: 411692

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

Job summary

Arab Solutions in Doha is seeking a Service Desk Staff to provide coverage during business hours, log and categorize tickets, and assist users via phone and chat.

You will escalate unresolved issues to L2, maintain knowledge bases and FAQ, and provide regular reports on incidents, service requests, SLAs, and KPIs. Fluency in English and Arabic, ITIL Foundation, and Microsoft 365 certification are required.

Qualifications

• University degree in Computer/IT or equivalent.
• 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 requirements.

Responsibilities

• Provide Service Desk coverage during business hours.
• Receive incidents/requests via multiple channels and log in ITSM tool.
• Log, categorize, and prioritize tickets; assist users via phone or other channels.
• Escalate incidents to L2 when needed; create problem records.
• Close and document incidents/requests; maintain knowledge base and FAQ.
• Provide ongoing updates to users and generate service reports.

Skills

Communication

English & Arabic

Helpdesk experience

Problem solving

Education

University degree in IT

ITIL Foundation Certified

Microsoft 365 Certified

Tools

Microsoft 365

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).