Service Desk Staff

Job Title: Service Desk Staff Company: Arab Solutions SAP Module: SPP SD Roles & Responsibilities: Job Role: Service Desk Staff Job Description * Provide Service Desk coverage during business hours. * Receiving users' incidents and requests via multiple Communication Channels. * Logging, categorizing, and prioritizing all tickets in the ITSM tool. * Assist Users in resolving Incidents or service requests over the phone or other communication channels. * Escalating incidents and service requests that cannot be resolved within agreed-on time limits to different support teams (L2). * Creating Problem records if required. * Closing resolved incidents, requests, and other tickets records. * Manage tickets throughout its lifecycle until its resolution. * Providing continuous updates to Knowledge Management Database. * Providing continuous updates to Frequently Asked Questions (FAQ). * Communicating with users to keep them informed of the progress of incidents/service requests statuses. * Send Outage notification Information when requested. * Identify VIP users and treat their requests to high priority. * Conduct User Satisfaction Surveys. * Review the results of the satisfaction survey and provide reports on the results. * Carry out a plan to implement any suggestions that arise from the satisfaction survey. * Provide necessary Service Desk reports (Summary of Incidents/ Service requests volume, Reports by incident category, Open Tickets v/s Closed Tickets, Tickets, SLAs and KPIs achievements, Reports on incidents/ Service Requests aging, etc.). Skills: slas,management database,manage tickets,itil foundation,tickets,itsm tool,kpis Work Location: Doha, Qatar Availability: Full time

Requirements * University Degree in Computer, Information Technology, or equivalent. * Must be ITIL Foundation Certified. * Microsoft 365 Certified. * 0 years of experience in hardware/software helpdesk services. * Expert in supporting applications and systems and analyzing Business requirements related to applications and procedures. * Good communications skills. * Fluent in English and Arabic (English/Arabic). Key Skills: SPP SD Salary: Not disclosed