HelpDesk Specialist

Company Overview:

Taozeef is a leading recruitment agency in Beirut, Lebanon, specializing in providing top talent for various industries. Our mission is to connect businesses with the right candidates and help individuals find their dream jobs.

Position Overview:

We are currently seeking a HelpDesk Specialist to join our growing team. The ideal candidate will have a strong technical background and excellent customer service skills to provide technical support to our clients. This is a full-time, permanent position based in Doha, Qatar.

Job Description:

• Should receive tickets over phone, email and chat
• The service desk will perform activities like call logging, triaging, ticket recording
• The service desk will also attempt to resolve the calls either through telephone or by taking remote control (through tools provided by our client).
• If the ticket is not resolved at the Service desk, it will be escalated to the other resolver groups like onsite technicians. The Service desk will also follow up with the onsite technicians for incident closure.
• Maintain Knowledgebase, Service Operation procedure (SOP),
• Our client will provide Vendor management from the service desk for the incidents / requests logged. Perform routine tasks like updating software versions, applying patches, addressing security vulnerabilities and managing applications
• Keep an up-to-date inventory of all devices, such as PCs, laptops, tablets, mobile phones, and other IT equipment.
• Ensure adherence to licensing agreements and oversee software renewals
• Conduct regular assessments of user feedback, including user satisfaction surveys, to identify recurring issues, patterns, and opportunities for enhancing the end-user experience.
• Maintain accurate documentation of changes and updates to hardware and software assets within the inventory through regular monitoring
• Should be able to work in shifts

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5 years of experience in a technical support role.
• ITIL Foundation certified
• Fluent in English and Arabic
• Working knowledge on ITSM platform like SMAX/ Manage Engine
• Excellent interpersonal skills with a friendly and patient demeanor
• Capable of building positive relationships with users.
• Strong customer service orientation, with the ability to remain calm and accommodating under pressure.
• Exceptional communication skills, both verbal and written, to effectively convey technical information to non-technical users.