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

What are you going to do

  • 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

Essential skills and knowledge 

  • 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.

What we offer

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