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Open nowPosted 16 days ago

Service Desk & End User Support

Madre Integrated Engineering586 open roles

Where
Doha, Ad Dawhah, Qatar
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Your applicationOpen nowService Desk & End User SupportMadre Integrated Engineering · Doha, Ad Dawhah, Qatar

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Madre Integrated Engineering's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 16 days ago

The posting

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users. • Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required. • Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested. • Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues. • Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements. Requirements • University degree in Computer Science or Information Technology • Must have ITIL Foundation certification . • Must have Microsoft 365 certification. • Minimum 3 years of relevant Helpdesk or Service Desk experience. • Fluent in both Arabic and English, with strong written and verbal communication skills. Benefits Longterm

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3×

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