Company : Novel Overseas Corporation
Country : Qatar
Description : The primary responsibility of the Service Desk Analyst (Arabic Speaker)
ï‚· Ensure full availability of Service Desk telephone and email support during shift.
ï‚· Provide telephone and email support for clients and users.
ï‚· Pro-actively monitor support mailboxes and log in the system.
ï‚· Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
ï‚· Create, document, and review work instructions to help deal with similar incidents and requests.
ï‚· Take full ownership of all open Incidents and Service Requests and update them on a daily basis as minimum.
 Support Work Place Services in providing desk side support to resolve users’ issues.
ï‚· Availability of the Service Desk telephone and email support.
 High percentage of first contact resolution of clients’ and users’ Incidents and Service Requests.
 Achieve a set level of first level resolution of clients’ and users’ Incidents and Service Requests.
ï‚· Ability to create work instructions to share acquired knowledge with peers.
ï‚· To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc)
ï‚· To work and be measured against strict Service Level Agreements
ï‚· Provide clients and users with clear, concise updates in relation to their Incidents and requests. Post-secondary education in IT or related field
ï‚· Provide bilingual (Arabic & English) support.
ï‚· Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, CCNA and CCNP)
ï‚· At least 1 year support of Cisco IPT systems.
ï‚· Trouble shooting and problem analysis skills.
ï‚· ITIL v3 foundation.
ï‚· Experience with HP Service Manager is a plus.
ï‚· Experience with Active directory, Exchange, O365 and Azure is highly recommended.
ï‚· Operational experience in maintaining complex IT environments.
ï‚· Excellent Arabic and English written and verbal communication skills