Working as a Service Desk Analyst for this leading company that delivers world class managed IT Services and Solutions to enable Qatar's rapidly expanding business community, you will be the first-level of customer, technical and operational interaction and support for the company and its clients.

The support is a complete end-to-end ownership of interactions and as a result, members of the Technical Operations group must present a professional company image, have excellent troubleshooting skills as well as thorough knowledge of all company products, services, and Service Management processes. Service Desk representatives will use their knowledge and technical expertise, coupled with their dedication to customer service, to deliver service excellence to all clients.

Your responsibilities will include:
• Communicating professionally and effectively with clients on a business, technical and operation level;
• Diagnosing and troubleshooting issues spanning the entire corporate environment including: network, security, storage, hardware, operating systems, enterprise applications, client queries and client information;
• Researching technical issues and implementing resolution strategies when required;
• Working within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc);
• Working to and being measured against strict Service Level Agreements and KPI's;
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• Maintaining accurate reflection of client solution through Configuration Management Data Base (CMDB), documentation and online portal;
• Monitoring and maintaining internal control applications escalating issues if required.

Requirements:
To move into this position you will have the following skills and experience:
• High school Diploma or equivalent;
• MCP and A+ Certified;
• ITIL Foundations certified desired (training will be provided);
• Comprehensive knowledge of the English Language, Arabic and other languages is an advantage;
• 2+ years in IT services or related service-based organization;
• Technology generalist and have an interest in technology;
• A working understanding of the Platforms within their technical spectrum including HP server hardware, Microsoft Windows Server Platform, MS SQL Server, MS Exchange, Windows Web/Application Servers, Cisco Network technologies and HP SAN;
• Understanding of both deployment (implementation) and troubleshooting of respective platforms;
• Working understanding of technology and process frameworks including ITIL, CMMI, TIA-942, Zachman and The Uptime Institute;
• Excellent written and verbal communication skills with specific focus on technical and operational documentation.