Call Center Services Responsibilities

Vacancy number • PUB408548

Call Center Services Responsibilities

  • Qatar
  • Closes 1 July
  • 54 hours
  • Academic Bachelor

Start the next chapter of your career

About this job

  • Branch: Oil & Gas
  • Area of Expertise: Project Management & Services
  • Location: Qatar

What is required?

  • hours per week: 54
  • Education level: Academic Bachelor
  • Closing date: Monday, 1 July 2024

Introduction

  • The IT Service Desk will act as a single point of contact (SPOC) for all contacts for support, assistance, maintenance, and all other services. These contacts can be via the telephone, Web portals, Instant Messaging chats or e-mails.
  • From an organizational perspective, IT Service Desk Services includes following functional services which are part of the IT organization (IT Services); these are:
    • The IT Service Desk
    • The PCs Support
    • End User support (Including and not limited to Laptops, desktops, Phone, applications etc)
    • Network & Telecom Support (User side)
    • IT Asset Management (User side)
  • The support provided under this CONTRACT covers a wide range of technical services for end users on the site, remotely and over the phone. Following is a non-exhaustive list for the key roles and responsibilities which shall be undertaken by CONTRACTOR

About this role

  • Answer telephone calls and log incidents and problems in ITSM application.
  • Act as the first line of help for all kinds of IT incidents, problems, and requests.
  • Use our current ITSM solution, ServiceNow - to enter, manage, follow up and updates ticket status.
  • Dispatch the Tickets from ServiceNow Queue to relevant Resolvers – Level 1 & 2.
  • Ensure to provide timely status updates on open incidents and requests and follow up until closure with level 1 & 2 teams. Follow up customer satisfaction surveys.
  • Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
  • Notify repeated and common issues with the IT Service Desk system usage and report to Company on areas for improvements.
  • Track the incident until closure and keep the User up to date with the incident status. Selective quality checks on closed incidents & service requests

Requirements

  • Each member of staff shall have a minimum of five years of experience working in an IT Service Desk environment along with technical support based on ITIL best practices guidelines in the Oil & Gas sector.
  • Familiar working experience in ITSM platform ServiceNow.
  • CONTRACTOR shall provide staff with relevant experience with the skills as listed as per their job description.

Benefits

  • Salary:
    • Monthly Rate in QAR Plus Transportation, Food & Accommodation provided by Company
  • Work Schedule:
    • 8 Hours / 5 Days
  • Duration:
    • 5 years, renewable
  • Location:
    • Qatar

About Brunel

A powerful global network, connecting the most talented and experienced specialists with both present-day and pioneering projects. With 120+ offices and more than 12,000 specialists around the world, we deliver skilled talent and workforce services that transform global projects in Conventional Energy, Infrastructure, Renewable Energy, Life Sciences, Future Mobility and Mining.

Empowering people is our business. Our specialist recruiters strive to connect talented individuals with opportunities that align not only with your immediate expectations, but your long-term career trajectory as well. Brunel has built a reputation for working with some of the world’s largest and most innovative businesses. Talk to us about how we can help you to reach your goals.

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Brunel connects the most talented and experienced specialists with both present-day and pioneering projects. With 120+ offices and more than 12,000 specialists around the world, we deliver people and workforce services that transform global projects in Engineering & Construction, Oil & Gas, Renewable Energy, Mining, Infrastructure and Life Sciences.

Brunel locations throughout the world


Brunel is passionate about ensuring we are a business with a conscience. Not only does Brunel have a defined global Environmental, Social and Governance (ESG) strategy, but we also have our own dedicated Brunel Foundation which has been working to ensure that we are contributing to a better future for both our people and planet for over 10 years.

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Start the next chapter of your career

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Do you have questions?

If you have questions or would like to discuss the details of this role, please contact Bea Cristina Pineda quoting publication number: PUB408548

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