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Experienced Service Desk Operator

Vistas Global WLL

Posted on December 5, 2018

10 - 15 years Doha - Qatar

Any Graduation. Any Nationality

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Job Description

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Service Desk operator is the first point of contact to users requiring support. The experienced operator interacts with users (phone, email etc. ) and ensures end user interactions are managed successfully until closure using agreed standard processes and tools.
Service Desk operator leverages other technical teams to resolve incident and/or fulfill service requests while maintaining effective communication with users.

Services

The primary service of the experienced Service Desk operator is to ensure that end user interaction channels (email, phone, walkins) are properly handled as per established procedures and are continuously improved for a better end user experience.
Services include but are not limited to.
• Ensuring that Service Desk phone/mail box is, promptly, attended to during work hours.
• Ensuring that all support calls are logged on the system.
• Classifying, prioritizing and categorizing support calls.
• Conducting Initial diagnosis and understanding.
• Resolving IT technical support calls over the phone whenever possible.
• Assigning requests to the right technician promptly and as needed.
• Follow up on status of open requests with the technician and users
• Monitors the availability of support resources to ensure that sufficient staffing to address call volume during peak times and escalates as needed to improve coverage.
• Monitoring SLA and escalate as necessary.
• Coordinate communication and resolution activities of critical tickets.
• Ensures that interactions are closed satisfactorily.
• Key contributor to achieving high user satisfaction through proper communication and follow-through with involved IT resources to resolve incidents and complete service requests within agreed SLA, continuous monitoring/auditing of service desk interaction channels (to assure quality and timeliness of handling), continuous monitoring /auditing of aging tickets and continuous improvement of relevant procedures.

Technical Skills

• Minimum 10 years of experience in providing technical support for a medium size organization (500 users or above).
• Used an ITIL based Service Desk Tool is a must.
• Graduate/Diploma of computer science or technical IT field.
• ITIL Foundation certification is a must.
• Have Relevant technical Certifications (A+, MCDST…)
• Operated in a professional call center is a must.
• Has worked in an ITIL based service desk operation in a similar role and with a proven record of achieving excellent support delivery KPIs.
• Excellent technical experience in Microsoft Desktop technologies (OS, IE, Office, Outlook,..).
• Experience in troubleshooting hardware issues and replacing hardware on both desktop and laptop.
• Experience troubleshooting network, software, printing, phone, and PDA problems.
• Have leveraged a call center management tool to coordinate call center team activities (availability, missed calls, queue waiting
• Good understanding key IT technologies (Internet, Intranet, Telephony, Networks, Enterprise Applications, etc.)


IT - Software Services

IT Software

Keywords

ITIL Certified OS IE Office Outlook Microsoft desktop troubleshooting network 'call center management tool

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Vistas Global WLL

Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate.

The group was founded by Suraj Thampi, an entrepreneur who pioneered the business process outsourcing concept in the Middle East in 1998. Having successfully built and sold three companies previously, Vistas is now his fourth venture in the region. In a short period of time, Vistas has emerged as one of the largest professional service companies in the region clocking over 50m USD in service revenues while group revenues stand at over 70m USD. We employ over 1,300 people across 5 continents, 8 Offices and 5 Time Zones. We currently have operations in Santa Clara, London, Cairo, Doha, Dubai, Kuwait, Pune and Bangalore.
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