Website K20s
Job Details
Job Position – IT Service Desk/ IT Help Desk Engineer
Company Name – K20s
Experience : 5+ years
Qatar (Onsite) location
Contract Duration: 1 year (extendable)
Language: Arabic, English, Hindi (Must have)
Job Responsibility:
· Act as a Single Point of Contact (SPOC) and coordinate the resolution of reported issues for IT services as outlined in Client
Services/Work Items.
· Respond to support requests via phone, email, live chat, and ITSM portal, as provided by CUSTOMER .
· Provide first-level remote support across multiple communication channels, including remote access, telephone instructions,
and email resolutions.
· Aim for first call resolution in line with SLAs, addressing user needs promptly and effectively.
· Update and transfer tickets to appropriate support groups based on issue complexity and requirements.
· Monitor and ensure the fulfillment of SLAs and maintain proactive communication with users until issues are resolved.
· Develop, document, and maintain Standard Operating Procedures (SOPs) for IT services/sub-services to ensure compliance
with customer requirements and consistency across the team.
· Adhere to ITIL best practices and customer-defined service management processes.
· Assist end-users with “How to” queries related to IT services, enhancing their understanding and utilization of available
resources.
KNOWLEDGE AND EXPERIENCE:
· Minimum Five years’ experience in large scale Service Desk Or IT Support Team
· Should have Desktop Platforms, Software and Business Application Support :
· End User Account Management & Support :
· Microsoft Office 365 and Collaboration Support:
· Desktops, Laptops, Tablet, Printers, and Mobile devices Support:
· Experience in Using ITSM or Ticketing System (S-Max, Summit , Manage Engine , Service Desk , Service Now , Remedy ,
HP –ITSM ..)
· Excellent in handling Incidents, Change Management , Request for fulfillment Processes
· Excellent Knowledge in handling SLA Time (Response, Escalate, Notify , Resolution )
· At least ITIL V3 or V4 Certified
· Have IT Hardware Certificate
· Excellent Knowledge in writing email , answer phone , Call center capability
· First level of IT Infrastructure (network, Systems . Applications) troubleshooting and incidents response.
· Excellent background in IT Network (, Application, Servers , FW , Router , Switch, DNS, DMZ, Protocols, Configuration
Understands , Topology , VPN …) .
· Understand IT Network Performance & Availability monitoring.
· Extensive experience working in Service Desk environments.
· Knowledge and Understand of Alarms related to Deferent servers , hardware , systems, DB , Storage, Backup , Applications
Email : anmol@k20s.com
To apply for this job email your details to anmol@k20s.com