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IT Service Desk Engineer

30+ days ago 2024/12/14
Full Time Employee
500 Employees or more · General Engineering Consultancy

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Job Description

Job Summary

  • As Service Desk Engineer will act as the first point of contact to report issues and faults relating to the service.
  • To provide 1st level of support for the following;
  • Hardware & Software issues for desktops and Laptops
  • Operating system issues
  • Printer, Scanner & IP Phone issues
  • Banking application issues
  • LAN issues
  • The team works on all the Incident and request assigned to them

Ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products. This is a demanding support position, which calls for excellent customer service and support skills.

Key Accountabilities

  1. Member of IT Service Desk Team.
  2. Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
  3. Taking ownership of faults and managing them in a logical and methodical manner.
  4. Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
  5. Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
  6. Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
  7. Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  8. Diagnosing and resolving problems to the customers satisfaction
  9. Maintain and develop own knowledge and skills to assist with first time fault resolution.
  10. Identify and escalate repeat issues or service risks into service management teams.
  11. Sharing knowledge with team colleagues


Skills

Education

  • Bachelor degree or equivalent


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commercial bank of qatar
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The Commercialbank of Qatar was established in 1975 as the first wholly owned private commercial bank in Qatar. Initially capitalized at QR 10 million it has grown and prospered over the years to become an important regional Bank with capital and reserves of over QR 2.90 billion and a total assets book of QR 19.0 billion as at 30.09.2005. It has been profitable in every year since its foundation and has paid dividends annually. The Bank offers a comprehensive range of Corporate, Retail and Investment services through a network of 23 branches, sales offices/pavilions, 78 ATM's, 26 Deposit Machines, Internet Home Banking and the largest EFTPOS network in the country. The Bank has played an active role in support of Government strategy for the industrial development of Qatar. It has participated in the finance of all major projects to this time. Commercialbank is a progressive and innovative organization dedicated to developing its people to their full potential. To attract and retain talented people with the right skills, we offer a competitive reward package, subject to qualifying conditions, which includes a comprehensive range of benefits to drive excellent performance.

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