Call Center Services Responsibilities

Vacancy number • PUB408548

Call Center Services Responsibilities

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

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About this job

  • Industry: Oil & Gas
  • Area of expertise: Project Management & Services
  • Location: Qatar

What is required?

  • Hours per week: 54
  • Education level: Academic Bachelor

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

Brunel in the United States

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.

At Brunel, we believe that safety is not just a priority, but a value that is integral to our company culture at all levels of our organization.

  • We establish measurable objectives and targets, consistently reviewing our activities, risks, legal obligations, and performance.
  • Brunel Americas is a proud member of Houston Business Roundtable, & Utah Safety Council, and a participant of ISNetworld RAVS Plus Audit.
  • Brunel consistently utilizes performance measuring and monitoring. This includes meticulous record keeping and routine inspections.

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While compensation is important, finding the right cultural fit is equally crucial. At Brunel, our longstanding cultures and values have contributed to a positive employee experience, which is why some candidates have chosen to stay with us for 30 + years.

  • Our values are at the center of everything we do –Entrepreneurship, Integrity, Results-driven, & Passion for people.
  • Brunel is committed to an inclusive workforce and we understand that Diversity, Inclusion, and Belonging are essential for a successful working culture, business, and community. Thus, Brunel takes both a global and regional approach to DE&I.

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At Brunel, we prioritize candidate’s career abilities and needs even before the hiring process begins.

  • With open lines of communication and a dedicated team assigned to every contractor, we strive to make every employee experience with us as easy and seamless as possible.
  • Our contractors create and maintain lasting industry relationships that can be leveraged throughout their career.
  • We prioritize employee needs in order to build strong partnerships that support our employees’ long-term professional success and development.

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Start applying immediately

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Any questions remaining?

Your consultant, Bea Cristina Pineda is happy to clarify anything about this vacancy. When reaching out, use the pub number: PUB408548

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