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IT Service Desk(Helpdesk) & OnSite Support Personnel(Technicn)

Client of BPO Plus

Posted on November 4, 2019

5 - 10 years Doha - Qatar

Diploma, Any Graduation. Any Nationality

Easy Apply

Openings 12

Job Description

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We currently have an opening for our reputed Government based client company.

Position:
1. “IT Service Desk (Helpdesk)”
2. “On-Site Support Personnel (Technicians)”

Salary Offered: Negotiable
Duration of the contract: 2 Years
Nationality: Any
Work Location: Qatar
Qualification: Diploma OR Graduate Engineer in IT / Computer Science with Microsoft certifications.

Mandatory to have the below

• Diploma/ Graduate Engineer in IT /Computer Science with Microsoft certifications.
• Minimum 5 years’ Experience in setting up the IT helpdesk along with technical support based on ITIL best practices guideline in the industry.
• Familiar with Manage Engine Service Desk Plus system / similar ticketing system.
• Installs Softwares, PCs, Mac and related hardware. Investigates Hardware problems and performs minor system hardware and communication repairs basic Diagnostic testing
• Installs computers, Monitors, Network Infrastructure and peripherals such as printers, Scanners and related hardware.
• Familiar with Installation, Troubleshooting Mac Systems and OS
• Installing, upgrading, Troubleshooting hardware and software, email, and basic network, basic understanding of electrical safety procedure
• Interact with Users to assess technical problems and needs.
• Document installation and configuration procedures and maintenance schedule.
• Should be familiar with ITIL standards with respect to the Help desk management Software.
• Bilingual English and Arabic is Advantage.
• Qatar Driving license is Advantage.
• Looking for immediate joiners only.


Defence / Military / Government

Desired Candidate Profile

1. Answer telephone calls/ Emails and log incidents and problems in ServiceDesk application.
2. Act as the first line of help for all kinds of IT incidents, problems and requests
3. Use Manage Engine ServiceDesk - ITSM solution on-premise to enter, manage, follow up and updates ticket status.
4. Dispatch the Tickets from ServiceDesk Queue to relevant resolver.
5. Ensure to provide timely status updates on open incidents or service requests and follow up until its closure with level 1 & 2 teams.
6. Inspecting and troubleshooting the Time attendance recording devices distributed across all sites.
7. Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
8. Relocation of PCs, Mac & Peripherals as required by users
9. Track the incident until closure and keep the User up to date with the incident status
10. Selective quality checks on closed incidents & service requests
11. Troubleshoot repeated and common issues reported in ServiceDesk and report to QM on areas for improvements. Provide end user desktop support via remote control viewers.
12. Deploy standard Applications from package deployment solutions.
13. Preparation of new PCs, Mac & notebook computers for deployment using an approved standard image, including the unpacking, installation of the operating system, installation of applications and clients as per the user requirements, settings of operating system, user profiles, & PC BIOS parameters as per Company policies.
14. Onsite installation of new PCs, iMac and locally attached peripherals such as printers, image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.
15. Installation of additional applications as per user's requirements as per Company IT approved list.
16. Meeting room arrangements and supporting Skype meeting, WebEx, GoToMeeting, tele conference calls etc.
17. Multimedia / AV Support for presentation and meetings.
a. Connection of laptop/desktop to displays
b. Setting up different display modes. Clone, extended, portrait, landscape, etc
c. Mirroring smart devices to capable displays using built-in mirroring services such as GoogleCast, MiraCast, Airplay and AirServer end user support.
d. Audio controls on laptop, desktop, or smart devices
e. AV setup on online conferences such as Skype, Webex, GoToMeeting and similar services
f. Video playback on user device and serviced laptops
g. Support for setup and operation of computing and networking task as required on large venues such as auditoriums, large hall and high profile events such as VIP meetings
h. Provide staff/support presence on VIP and high-profile meetings and events for quick response during troubleshooting
i. Provide staff/support on out-of-office support in occasional events and meetings when requested
j. Provide laptop computer audio and video operations and troubleshooting
k. Other AV end user operational support

18. Preparation and onsite installation of Networked printers that will serve Business Applications users.
19. Preparation and onsite installation of local Printers for users.
20. Upgrade of PC hardware as required such as increase of memory or hard disk size.
21. Upgrade of operating systems and applications to Company approved standard.
22. Troubleshooting of hardware and software for PCs, Mac & Peripherals.
23. Recovery (If possible) of lost user's data caused by hardware or software failures errors.
24. Responsible for managing and maintaining an accurate inventory of end user IT equipment in the Asset tracking system.
25. Responsible for Asset Tagging of IT end user equipment's.
26. On call support after working hours.

Keywords

IT Service Desk IT Services IT Helpdesk Onsite Support Onsite Technician IT Technician IT

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Client of BPO Plus

BPO+ is uniquely focused on delivering experience to global brands through technology, analytics and back office resulting in improved consumer experiences. Over the last nine years, BPO+ has increased its portfolio of solutions to target the wide range of business and customer interactions through outsourcing.
BPO+ manages over a million customer interactions with the help of its back office solutions every year for clients across verticals such as BFSI, Sports, Telecom, Education, Healthcare, Travel and Hospitality, Consumer Goods, Retail, and Technology. We have fostered successful relationships with our clients with a proven track record in delivering business value. As a trusted partner with wide-ranging service capabilities, BPO+ helps clients transform and succeed in challenging circumstances.
BPO+ manages, enables, extends, and enhances business experiences for its clients and their customers across consulting, technology and outsourcing.
In recognition of its nine years of leadership and expertise, BPO+ has won many accolades, including the “Best Contact Center Services Provider” and “Largest Outsourcing Partner”, by Insights, and “Gold Award in Services” by Pan Arab Awards. The company also continues to be ranked among the top five providers of business services in various rankings across the globe with focused approach in GCC.
Today, we believe that “ We understand every customer is different”, “ We believe every client’s vision is possible” and “ We know our team will deliver”.
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