About the Role
The TS System Engineer will lead a shift of Helpdesk (Service Desk & Access Management) team providing First and Second level support for IT incidents and requests. In this role you will be part of 24×7 IT Helpdesk team working in shifts. You will be responsible for handling IT related queries over phone and respond to emails for end users across Qatar Airways Group. Engineer has to analyze the nature of incidents, run different diagnostics techniques to resolve issues remotely and then follow-up with end users to ensure the issue has been resolved. You will ensure that all request and Incidents are responded efficiently in timely manner. In addition you will be assisting the Manager in developing and monitoring metrics to help drive the effectiveness of the team, this role will help drive the regular enhancement of the end-user IT support model. With outstanding customer service orientation, a deep understanding of process discipline, value of metrics; should work diligently to help the team improve service and support
Guide and coordinate the Helpdesk team activities to efficiently respond to technical requests received via Phone and Email
Ensure all incoming IT Incident/Request are registered in Service Manager Tool
Ensure all assigned Service desk Incidents and Service requests are resolved promptly in accordance with Service Level Agreements.
Build service relationships with users and ensuring customer satisfaction.
Assist in the development of user manuals, knowledge bases, FAQs, and training documentation.
Assist the Service Desk manager with capturing Service Desk & Access Management metrics, KPIs and developing status reports.
Sound knowledge of Active directory User right management
Familiar with file server permissions management
Experience of MDM management (AirWatch, Intune, and ActiveSync) to include end user/device enrollments and deletions, ensuring mobile device implementations are in line with privacy, legal, security policies, and corporate standards
Web Domain registration and Management
Perform Incident / Service request analysis & User feedbacks for continuous service improvements
Regularly review service improvements which were implemented and recommend actions to further improve performance and service delivery
Ensure required Shift coverage and proper Shift Handover with optimized Leave management
Provide accurate information on IT products and services to End Users
Direct unresolved issues to the next level of support team and act as a further escalation point for unresolved or escalated calls
Report service delivery performance to Management (Daily/Monthly/Yearly)
Achieving best in class Customer Satisfaction
Respond immediately to escalations, events, and users requests
Monitor the Call Management System to ensure calls are being answered promptly with as low as Zero call abandon rate
To be successful in this role you must have rich customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills. Excellent interpersonal skill, multi-tasking and work in collaboration with other team members to support a multi-cultural environment. You are required to work in shifts hours / days based on business needs.
You must hold a Bachelor’s Degree/Diploma in Computer Sciences or equivalent stream with minimum 5 years of relevant experience in technical support, preferably in an IT services industry and diverse work environment.
You should have hands on experience on Enterprise IT Service Management tools such as HP Service Manager, Service Now, etc. Well versed with troubleshooting of PC Hardware and OS like Windows & Mac. IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage
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