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Vinirma
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Service Desk Specialist for Qatar

Job Description and Requirements

 

VINIRMA Consulting Pvt. Ltd. is a 360° Human Resource Management Consulting and Staffing Services Organization with operations in UAE, Qatar, Bahrain, Australia, USA, Singapore & India.

 

VINIRMA Consulting is currently looking for Service Desk Specialist for one of its clients which is a Business Consulting, IT Solutions and Services company in Qatar with the following Skillset & terms and conditions.

 

Experience & Skills: 

  • Minimum 5 years of experience in resolving Microsoft office and operating system incidents

  • Hands on experience to perform remote troubleshooting 

  • Experience to  install  and  troubleshoot  various  end  user  IT  hardware  and  software  (PC, Laptops, IPT, with focus on Dell and HP platforms)

  • Experience in managing high volume of customer service

  • Overarching broad based IT Knowledge across the whole domain

  • Proficient in quality, processes and best practices

  • Broad understanding  of  emerging  technologies  and market  needs  within    IT  Service  Desk domain

  • Strong understanding of security policies and procedures

  • Experience of working in a customer service environment

  • Analytical and problem‐solving skills

  • Experience of working in the region and knowledge of local culture will be an added benefit

  • High attention to detail and accuracy

  • Flexibility and a related ability to work autonomously

  • A team player willing to work on tight timelines and pitch in when needed

  • A positive attitude, patience and persistence, especially when dealing with various internal and external stakeholders

 

 

Key  responsibilities

  • Increase client satisfaction to apply knowledge of SC business requirements, products and services,  effective  communication/relationship  building  techniques,  change  management principles,  service levels, and general problem solving techniques to:

  • Define/analyze client requirements,

  • Develop relationships with clients and key business stakeholders,

  • Effectively communicate with clients,

  • Effectively manage change,

  • Escalate issues for timely resolution,

  • Manage client requests to resolution,

  • Manage scope‐of‐work deliverables,

  • Meet/exceed client expectations,

  • Perform service level consulting,

  • Provide timely/effective communications,

  • Resolve  problems quickly and work collaboratively in order to increase client satisfaction 

  • Provide 1st level support to all SC incoming IT matters.

  • Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user.

  • Troubleshoot as appropriate in order to achieve a satisfactory solution and gain all relevant information into case.

  • Be ready and available at the beginning of shift to handle client requests. 

  • Answer all incoming  telephone/fax/mail/web requests striving to meet client specific service levels.

  • Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.

  • Dispatch request to appropriate second level support groups according to procedures. 

  • Monitor  the  progress  of  cases  up  to  fixed  resolved  status  and  all  aspects  of  Inbox Management.

  • Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients requests in a timely manner.

  • Checking call information is accurate, complete ensuring that appropriate severity level has been set and update the toolset with any additional information if required.

  • Follow all scripts that are available for case logging.

  • Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any  recent updates.

  • Follow up on all mail requests in time received order, do not miss out any mail requests.

 

Minimum  Qualifications:

 

  • Bachelor degree in Computer Science, Management Information Systems or equivalent. 

  • Relevant IT certifications will be an advantage

 

Terms and conditions:

 

Joining time frame: 2 weeks (maximum 1 month)