Service Desk Agent

We are Hiring!

SERVICE DESK AGENT

TEMPORARY POSITION: to join ASAP unit 31 DEC 2023 contract ONLY

QID must be under Family Sponsorship or Freelance ONLY

Salary: 7,150 QAR per month/full package

The Service Desk Agent reports to the Lead – Service Desk. S/he is the first line support and single point of contact for all Sidra Medicine employees in 24/7 operating model. The post holder resolves issues, analyze, escalate tickets and deliver customer service through multiple channels including Phone Calls & Ticketing System.

·      Provides first line technical support to Sidra Medicine employees whether their issue or request was received as a call, email or a self-created ticket.

·      Escalates the unresolved Incidents/Requests to concerned team providing initial diagnosis.

·      Represents as a focal point of contact between Sidra Medicine employees and IT departments.

·      Documents all of the mentioned above by logging tickets on ITSM system.

·      Verifies resolution with end users and resolve assigned Incidents.

·      Identifies P1/P2 issues and raise them to concern team and follow up.

·      Identifies and classifies Incident types and service interruptions.

·      Categorizes and records reported tickets and provides solutions.

·      During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions.

·      Escalates, if needed, the unresolved problems to a higher level of support.

·      Provides solutions to end-user problems related to computer software/Applications/Access.

·      Writes user manuals and technical documentations.

·      Maintains client confidence and protect operation by keeping information confidential.

Bachelor’s Degree in computer science, information systems, engineering, or related field

·      3+ years as Service Desk Agent.

·      Extensive troubleshooting knowledge and hands on experience in the following :

Microsoft Windows client OS environment (Windows 7, Windows 8 etc.)

Microsoft Office Applications

Please send your CV to: alexia.g@mdproperties.com.qa

Deadline of submission: 11 July 2023, 1PM Doha local time