ICT SERVICE DESK AGENT

Primary Purpose of the Job:

Support the delivery of high-quality customer service, focused technical support, and provide timely and accurate problem resolution to a wide range of complex technical issues, to achieve high level of user satisfaction.

Required Experience and Skills: * Minimum 5 years’ experience in the Service Desk area using any popular ITSM solution. * Ensure the end-to-end customer experience and provide a single point-of-contact for the QatarEnergy’s Staff and its Subsidiaries’ regarding IT issues and requests. * Provide technical support over the phone, good phone skills, professional demeanor, previous customer service experience strongly desired. * Utilize efficiently Microsoft Office applications for support, reporting and documentation. * Apply excellent oral and written communication skills. * Apply good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. * Handle constantly changing flow of traffic and remain productive during slow times and multitask effectively during busy times in support of the Division business objectives. * Apply technical knowledge to think around problems and come up with creative solutions. * Apply Basic Active Directory knowledge in resetting passwords, unlocking accounts, and providing technical solutions. * Identify technical issues/problems and assess magnitude to ensure the right solution is applied using established procedures, guidelines, and technical experience. * Carry out diagnostic troubleshooting by selecting and using appropriate technical references. * Ability to multi-task, handle multiple high-priorities, balance priorities * Assume ownership of incidents and requests escalated by Service Desk Specialists * Must be able to work effectively independently, or as a member of a team * Exercise patience and professionalism during stressful situations. * Ability to work with or without direct supervision. * Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. * Identify alternative solutions to resolve non-standard problems. * Escalate issues to higher level support within the ICT department. * Constant contact with business users to discuss support requirements, service, and training. * Work closely with ITC Directorate personnel to discuss directions, users’ needs, and issues related to support. * Excellent communication skills. * Provides after hours and on-call support as needed. * Work on standby and shift duties when needed. * Provide Desktop Support as Site Technician when needed. * Team player. * Strong knowledge of Microsoft based operating systems and Microsoft Office. * Be able to provide basic Mobile support for QatarEnergy users. * Ability to communicate effectively over phone, chat, email or in-person in a clear English language and preferably Arabic language. * Strong analytical skills. * Ability to solve problems. * Able to communicate technical details and instructions in plain, non-technical language. * Strong comprehension of desktop hardware and troubleshooting * Be able to perform remote desktop troubleshooting

Educational Qualifications:

echnical diploma in Computer Science, Computer Engineering/Electronics or equivalent.

• Minimum 3 years post-diploma experience in installing and supporting desktop systems in a distributed environment.
• Recognized IT Certifications (A+, Microsoft Specialist Certification Windows 7 \& above, ITIL).