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Service Desk Specialist for Qatar

Keywords / Skills : Service desk, PC, Laptops, IPT, IT certification.

5 - 10 years
Posted: 2019-09-20

IT/Computers - Software
Software Engineer/ Programmer
Posted On
20th Sep 2019
Job Description
VINIRMA Consulting Pvt. Ltd. is a 360° Human Resource Management Consulting and Staffing Services Organization with operations in UAE, Qatar, Bahrain, Australia, USA, Singapore & India.

VINIRMA Consulting is currently looking for Service Desk Specialist for one of its clients which is a Business Consulting, IT Solutions and Services company in Qatar with the following Skillset & terms and conditions.

Experience & Skills:

• Minimum 5 years of experience in resolving Microsoft office and operating system incidents

• Hands on experience to perform remote troubleshooting

• Experience to install and troubleshoot various end user IT hardware and software (PC, Laptops, IPT, with focus on Dell and HP platforms)

• Experience in managing high volume of customer service

• Overarching broad based IT Knowledge across the whole domain

• Proficient in quality, processes and best practices

• Broad understanding of emerging technologies and market needs within IT Service Desk domain

• Strong understanding of security policies and procedures

• Experience of working in a customer service environment

• Analytical and problem‐solving skills

• Experience of working in the region and knowledge of local culture will be an added benefit

• High attention to detail and accuracy

• Flexibility and a related ability to work autonomously

• A team player willing to work on tight timelines and pitch in when needed

• A positive attitude, patience and persistence, especially when dealing with various internal and external stakeholders

Key responsibilities

• Increase client satisfaction to apply knowledge of SC business requirements, products and services, effective communication/relationship building techniques, change management principles, service levels, and general problem solving techniques to:

• Define/analyze client requirements,

• Develop relationships with clients and key business stakeholders,

• Effectively communicate with clients,

• Effectively manage change,

• Escalate issues for timely resolution,

• Manage client requests to resolution,

• Manage scope‐of‐work deliverables,

• Meet/exceed client expectations,

• Perform service level consulting,

• Provide timely/effective communications,

• Resolve problems quickly and work collaboratively in order to increase client satisfaction

• Provide 1st level support to all SC incoming IT matters.

• Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user.

• Troubleshoot as appropriate in order to achieve a satisfactory solution and gain all relevant information into case.

• Be ready and available at the beginning of shift to handle client requests.

• Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levels.

• Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.

• Dispatch request to appropriate second level support groups according to procedures.

• Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.

• Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients requests in a timely manner.

• Checking call information is accurate, complete ensuring that appropriate severity level has been set and update the toolset with any additional information if required.

• Follow all scripts that are available for case logging.

• Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any recent updates.

• Follow up on all mail requests in time received order, do not miss out any mail requests.

Minimum Qualifications:

• Bachelor degree in Computer Science, Management Information Systems or equivalent.

• Relevant IT certifications will be an advantage

Terms and conditions:

Joining time frame: 2 weeks (maximum 1 month)

Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at want2be(at) or call us +91 (0)471 4012246 or +91 (0)476 2684922.

About Company

VINIRMA Consulting Pvt. Ltd. is a 360° Human Resource Management Consulting and Staffing Services Organization with operations in UAE, Qatar, Bahrain, Australia, USA, Singapore & India.
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