Overview
Senior IT Support/Help Desk Jobs in Qatar at confidential
Position: Senior IT Support / Help Desk
Senior IT Support / Help Desk
Skills
Manage Helpdesk processes and teams
Comply with and improve Helpdesk Processes over time
Quantitatively drive Helpdesk personnel performance management
Qualitatively manage Helpdesk personnel work satisfaction and control
Support client’s staff and other users in using Soft Tech Applications troubleshooting as required
Assist helpdesk staff in responding to queries via chat, email, or phone
Train staff members on troubleshooting and diagnosing problems
Diagnose system errors and other issues when escalated
Follow up with customers to ensure full resolution of issues on a periodic basis
Request feedback and monitor calls and other methods of correspondence to improve Helpdesk methods
Run reports to analyze common complaints and problems
Remotely access hardware or software for clients to make changes and fix problems
Must have experience with Call-based Software Application support systems
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Customer service skills
Hands-on experience and deep understanding of software applications or products in Helpdesk
Experience in Computer Operating Systems and troubleshooting problems
Helpdesk process management
Helpdesk team management
Target-centric performer
SLA management
Understanding of quantitative reporting systems
Offer support and technical assistance to customers using software, hardware, or other computer systems
Post Go Live customer queries & support
Strong computer skills and the ability to troubleshoot and diagnose problems
Support clients needing help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers
Provide advice or involve in troubleshooting if required
Thorough knowledge of software, hardware, or programs support processes
Typically has risen from the level of a hands-on Call / Remote based Support Engineer to Management Level
Coordination with all stakeholders
Any other required tasks
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Title: Senior IT Support/Help Desk
Company: confidential
Location: Qatar
Category: Customer Service/HelpDesk (HelpDesk/Support, Technical Support, Customer Service Rep)
