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Language : 中文 职位名称 : QR19305 - TS Engineer l Qatar airways l Doha
公司详细资料 : Qatar Airways
国家 Qatar
城市 Doha, Qatar
职责 In this role you will be part of 24x7 IT Helpdesk team working in shifts providing 1st level support for incoming queries and issues related to IT Systems. You will be responsible for handling queries over phone and respond to emails for end users seeking help related to IT systems across Qatar Airways Group. Engineer has to determine the nature of problem, run diagnostic programs to resolve problems remotely and then follow-up with end users to ensure the issue has been resolved. You will ensure that all request and Incidents are responded efficiently in timely manner. You have to ensure Process are followed as per ITIL standards. You should have hands on experience in troubleshooting laptops, desktops, printers & scanners with extensive efficiency in mail management and respond to user queries & notifications.  
必备技能 Key Responsibilities Include: * Serve as a first point of contact to end users queries via Email and Phone * Record each incoming Incident/Request in Service Manager tool (Service Now, HP Service Manager etc..) * Provide accurate information on IT products and services with highest level of customer service * Remotely provide technical assistance to user queries and problems * Remotely accessing hardware/software for user to make changes and fix problems, along with the ability to properly document and share knowledge across teams. * Direct unresolved issues to the next level of support team personnel * Following up with end user’s status and Information * Prepare and Share Service reports * Review and analyze common complaints and problems to identify permanent fix * Exercise patience and professionalism during stressful situations. Achieve SLAs for first-call resolution on incidents and service requests.   To be successful in this role you must have customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills, Arabic language would be an added advantage. Excellent interpersonal skill, multi-tasking and work in collaboration with other team members under any circumstance. You must work in shifts hours / days based on business needs with process oriented approach to address issues and user problems. You must hold a Bachelor's Degree/Diploma in Computer Sciences or equivalent stream with 0- 2 years of relevant experience in technical support, preferably in an IT services industry and diverse work environment. IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage     Notes: 1. Resume / CV 2. Copy of Highest Educational Certificate
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 中文
QR19305 - TS Engineer l Qatar airways l Doha ,
problems queries user remotely users highest technical advantage added share request respond incoming across shifts
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职位名称

QR19305 - TS Engineer l Qatar airways l Doha


工作语言

English


招聘职位详细资料
雇用类型 Not Specified

薪资水平 Not Specified

国家 Qatar

城市 Doha

职责
In this role you will be part of 24x7 IT Helpdesk team working in shifts providing 1st level support for incoming queries and issues related to IT Systems. You will be responsible for handling queries over phone and respond to emails for end users seeking help related to IT systems across Qatar Airways Group. Engineer has to determine the nature of problem, run diagnostic programs to resolve problems remotely and then follow-up with end users to ensure the issue has been resolved. You will ensure that all request and Incidents are responded efficiently in timely manner. You have to ensure Process are followed as per ITIL standards. You should have hands on experience in troubleshooting laptops, desktops, printers & scanners with extensive efficiency in mail management and respond to user queries & notifications.

 

必备技能
Key Responsibilities Include:

* Serve as a first point of contact to end users queries via Email and Phone
* Record each incoming Incident/Request in Service Manager tool (Service Now, HP Service Manager etc..)
* Provide accurate information on IT products and services with highest level of customer service
* Remotely provide technical assistance to user queries and problems
* Remotely accessing hardware/software for user to make changes and fix problems, along with the ability to properly document and share knowledge across teams.
* Direct unresolved issues to the next level of support team personnel
* Following up with end user’s status and Information
* Prepare and Share Service reports
* Review and analyze common complaints and problems to identify permanent fix
* Exercise patience and professionalism during stressful situations.

Achieve SLAs for first-call resolution on incidents and service requests.

 

To be successful in this role you must have customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills, Arabic language would be an added advantage. Excellent interpersonal skill, multi-tasking and work in collaboration with other team members under any circumstance. You must work in shifts hours / days based on business needs with process oriented approach to address issues and user problems.

You must hold a Bachelor's Degree/Diploma in Computer Sciences or equivalent stream with 0- 2 years of relevant experience in technical support, preferably in an IT services industry and diverse work environment. IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage

 

 

Notes:

1. Resume / CV
2. Copy of Highest Educational Certificate


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招聘者 公司标志

Qatar Airways
公司详细资料
公司名 联系人
Qatar Airways Not Specified
地址 国家
P.O.Box 22550 Doha, Qatar, Qatar
电话 传真
隐藏 隐藏
网页 邮箱地址
http://www.qatarairways.com 隐藏


介绍
About Qatar Airways
As the Middle East’s only 5-star airline and one of the world’s fastest growing carriers, Qatar Airways is dedicated to excellence in safety and customer service in the air and on the ground. We apply this same philosophy to our people, providing diverse career opportunities and continual development.
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