الوصف الوظيفي
- Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the clients to meet
and/or exceed established Service Level Agreements (SLA’s).
- Manage Help Desk responsibility and resource allocation Depending on the priority.
- Answer help desk lines and troubleshoot remotely
- Resolve help desk service calls using documented procedures.
- Support Technical staff members on support work.
- Handle Help Desk ticketing system through Track IT.
- Attend support calls, walk-up customers and emails for first level technical support.
- Solve routine issues and escalate complex issues based on priority.
- Input problems and resolutions into standardized company support center application.
- Help to develop and maintain documentation for procedures and troubleshooting
- Develop, execute and follow company operational policies, standards and work instructions for customer support.
- Provide help desk monthly reporting in collaboration with the Service Manager and to clients whenever required.
- Ensure customer satisfaction through continuous status information.
- Develop and manage internal and external support documentation.
- Available to receive support calls 24l7 or whenever required.
Coordinate with internal Departments to ensure the calls completion without escalation, providing
supporting documents in a timely manner.
- To manage Documents on daily basis and provide the necessary documents to other departments,
Management , client as per the company needs and policy.
- Be Part of the Team for Application Planning and Designing.
- Code and test software based on software specifications and design.
· Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints.
- Troubleshoot and resolve issues in existing software.
- Analyze and study complex systems requirements.
- Prepare design documentation , Technical document, Test Cases ,User Manual , Handover documents.
- Write and maintain technical documentation to describe program development, logic, coding, testing, changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing
- Presentation of Applications , Attend Meeting and do requirement Gathering
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.
- Attend Customer Calls on Support activities , To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity.
- Installation of Application, Solutions, Hardware devices and configuration of the solution as per the requirement and company instructions.
- Customization of Application as per the End user Requirement
- Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints
- Troubleshoot and resolve issues in existing software, Application,Hardware Devices
- Analyze and study complex systems requirements.
- Prepare design documentation,Technical document,Test Cases ,User Manual , Handover documents,Configuration Documents
- To be Part of Inspection , QA /AC Team
- To be actively involved in MOI , Client , Consultant,Contractor , Sub Contractor Inspection , Testing and Commissioning of Complete solutions.
- Write and maintain technical documentation to describe testing,changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing ,Training and Project Handover.
- Presentation of Applications , Attend Meeting and do requirement Gathering.
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.
- Attend Customer Calls on Support activities ,
- To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity.
- Will be required to be on Field for support and Go live, perform Maintenance for Application, Server & other Hardware’s
- Will require to check and trouble shoot necessary hardware cables , inside the conduit , containment, above the ceiling etc.
- To Manage/Lead a Team of 20 Executives.
- To attend necessary Meetings for Projects , Site visit , Demo /Presentations , MOI Inspections , Client / Contractor/ Consultant Inspection
and Testing commissioning.
- To visit Clients on Regular Basis to Get feedback / Updates about the Quality of the work performed by the Team and take corrective action.
- To evaluate the team and do necessary Gap filling , Training and update the Team as per the company requirements
- To perform regular workshop to do complete knowledge transfer within the team
- To Coordinate with the Various Departments for execution of tasks , project Installation , Support and Maintenance Activities.
- To Prepare necessary updates , and respond to client mails on daily basis
- To check and prepare the Team Schedule on daily basis and follow up with the team for execution of work on timely manner
- Installation of Application, Solutions, Hardware devices and configuration of the solution as per the requirement and company instructions.
- Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints.
- Troubleshoot and resolve issues in existing software, Application, Hardware Devices
- Analyze and study complex systems requirements.
- Prepare , Project Documents, design documentation ,Technical document, Test Cases , User Manual , Handover documents , Configuration
Documents, Check list , Testing and commissioning documents as per the requirement of Company.
- To be Part of Inspection , QA /AC Team for all projects and Support tasks and activities
- To be actively involved in MOI , Client , Consultant ,Contractor , Sub Contractor Pre Inspection and Inspection , Testing and
Commissioning of Complete solutions.
-Write and maintain technical documentation to describe testing,changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing , Training and Project Handover.
- Presentation of Applications , Attend Meeting and do requirement Gathering
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.
- Attend Customer , Management and Sales Team Issue escalation, Respond with resolution plan , Action Plan and Corrective Measures ,
- To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity.
المهارات
- Good knowledge with MOI-SSD Generals Specifications and Standards,with ability to implement as per Annex Technical Regulation based on client establishment requirements.
- Ability to follow-up Design System Application and Design Inspection Application submitted online at MOI-SSD Licensing Department.
- Ability to read project drawings and with knowledge in AutoCad application including ability to prepareELV system design such as Schematic Diagram, drawings and other necessary documents.
- Good knowledge with active and hardware components for ELV system such as server, storage, switches, ELV passive components.
- Ability to conduct site visit for ELV system and extra requirements.
- With good knowledge in preparing Extra-Low Voltage (ELV) System project costing for specific requirements based on RFP tender documents
and client requirements site visit.
- Ability to reviews specifications, plans and design for compliance, standards and customer contract requirements.
- Assist sales in-charge related to project requirements.
- Attend contractor’s technical project meeting for various projects in-line with proposed and approved system with the sales in-charge.
- Prepare the necessary documents for project submittal and turnover.
- Assist Hardware installation team for the solution to be implemented.
Education:
- Bachelor Of Computer/IT.
Experience:
- 2 years of experience.
- Experience with IT ticketing system is preferred.
- Arabic Candidate.
- Customer Service.
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة المبيعات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 2
منطقة الإقامة قطر
الجنسية الأردن; الإمارات العربية المتحدة; البحرين; الجزائر; السودان; الصومال; العراق; الكويت; المغرب; المملكة العربية السعودية; اليمن; تونس; جزر القمر; جيبوتى; سوريا; عمان; فلسطين; قطر; لبنان; ليبيا; مصر; موريتانيا
الشهادة بكالوريوس/ دبلوم عالي
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/qatar/jobs/help-desk-coordinator-3904588/
نسخة للطباعة 
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