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.

• 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 Qatar Energy’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 Qatar Energy 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.

• Technical 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).