- Expérience
- 5 ans et plus
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 1 jour
- Mode de travail
- Travaillez à domicile
- CV
- Candidature requise
Description de l'emploi
Job Overview
We are seeking a skilled Service Desk Analyst to provide first-level IT support remotely from Doha, Qatar. The ideal candidate will handle user queries efficiently via phone, email, or chat, troubleshoot a variety of IT issues, and ensure smooth IT service delivery following standardized ITIL practices.
Key Responsibilities
- Offer initial IT support to end users through multiple communication channels including telephone, email, and chat.
- Accurately log, track, and resolve IT incidents and service requests.
- Diagnose and fix hardware, software, and network problems.
- Refer complex technical problems to specialized support teams promptly.
- Adhere to ITIL frameworks in managing incidents, requests, changes, and problem resolution.
- Maintain comprehensive documentation in ticketing systems and ensure compliance with service level agreements (SLAs).
Candidate Requirements
- Minimum 5 years of experience in IT Service Desk or technical support roles.
- Possession of ITIL Foundation certification is advantageous.
- Proficiency in IT Service Management (ITSM) platforms such as ServiceNow, Jira, or ManageEngine.
- Strong familiarity with Windows operating systems, Microsoft 365 suite, Active Directory, and remote assistance tools.
- Excellent problem-solving abilities alongside effective communication and customer service skills.
- Ability to communicate fluently in two languages.