Service Desk Analyst

الوصف الوظيفي
Responsibilities

 Answer queries by telephone, e-mail or self-service portal to support or request computer hardware, software, network, application and other systems involved in FWC IT Services delivery.

 Assess impact, priority and urgency of the client requests to make proper decision on severity of the request.

 Evaluate technical part of the client request for First Call Resolution or proper assignment on IT Support Group.

 Analyse, prioritise, research and solve IT issues to achieve complete resolution for clients with minimal productivity loss.

 Document solutions and troubleshooting steps concisely in ITSM system and alert other Support Group members on new or updated requests.

 Deliver basic support and troubleshooting such as printer configurations and break/fix instructions.

 Support calls from Venue IT Service Desks seeking for advice or escalation.

 Monitor incidents and requests close to SLA breach.

 Meet required response SLA

 Contribute to other FWC IT Service Desk activities.

 Report to the Service Desk Programme Manager and his deputy

المهارات
Skills Needed:

 Proven experience in customer service agent role.

 Good understanding of IT services computer systems, printers, mobile devices and other IT products and services

 Ability to diagnose and resolve basic technical issues.

 Customer-oriented and cool-tempered.

 Excellent communication skills.

 Excellent customer care skills.

 Proficiency in English,

تفاصيل الوظيفة
منطقة الوظيفة قطر
قطاع الشركة الترفيه
طبيعة عمل الشركة غير محدد
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف عقود
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 5
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 2 الحد الأقصى: 5
منطقة الإقامة قطر
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/qatar/jobs/service-desk-analyst-4425749/