Madre Integrated Engineering
Doha, QatarPosted 3 days ago
• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users. • Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required. • Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested. • Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues. • Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements. Requirements • University degree in Computer Science or Information Technology • Must have *ITIL Foundation certification* . • Must have *Microsoft 365 certification.* • *Minimum 3 years of relevant Helpdesk or Service Desk experience.* • Fluent in both *Arabic and English,* with strong written and verbal communication skills. Benefits Longterm Show more Show less
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