Help Desk Coordinator

Date Posted: 17-Apr-2019
Country: Qatar
Job ID: 36280

- Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the clients to meet
and/or exceed established Service Level Agreements (SLA's).
- Manage Help Desk responsibility and resource allocation Depending on the priority.
- Answer help desk lines and troubleshoot remotely
- Resolve help desk service calls using documented procedures.      
- Support Technical staff members on support work.
- Handle Help Desk ticketing system through Track IT.
- Attend support calls, walk-up customers and emails for first level technical support.
- Solve routine issues and escalate complex issues based on priority.
- Input problems and resolutions into standardized company support center application.
- Help to develop and maintain documentation for procedures and troubleshooting
- Develop, execute and follow company operational policies, standards and work instructions for customer support.
- Provide help desk monthly reporting in collaboration with the Service Manager and to clients whenever required.
- Ensure customer satisfaction through continuous status information.
- Develop and manage internal and external support documentation.
- Available to receive support calls 24l7 or whenever required.
Coordinate with internal Departments to ensure the calls completion without escalation, providing
supporting documents in a timely manner.
- To manage Documents on daily basis and provide the necessary documents to other departments,
Management , client as per the company needs and policy. 
- Be Part of the Team for Application Planning and Designing.
- Code and test software based on software specifications and design.
· Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints.     
- Troubleshoot and resolve issues in existing software.
- Analyze and study complex systems requirements.
- Prepare design documentation , Technical document,  Test Cases ,User Manual , Handover documents.     
- Write and maintain technical documentation to describe program development, logic, coding, testing, changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing    
- Presentation of Applications , Attend Meeting  and do requirement Gathering
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.      
 - Attend Customer Calls on Support activities , To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity.  
- Installation of Application, Solutions, Hardware  devices  and configuration of the solution as per the requirement and company instructions.   
- Customization of Application as per the End user Requirement
- Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints     
- Troubleshoot and resolve issues in existing software, Application,Hardware Devices
- Analyze and study complex systems requirements.
- Prepare design documentation,Technical document,Test Cases ,User Manual , Handover documents,Configuration Documents
- To be Part of Inspection , QA /AC Team
- To be actively involved in  MOI , Client , Consultant,Contractor , Sub Contractor Inspection , Testing and Commissioning of Complete solutions.
- Write and maintain technical documentation to describe testing,changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing ,Training  and Project Handover.
- Presentation of Applications , Attend Meeting  and do requirement Gathering.
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.
 - Attend Customer Calls on Support activities ,
- To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity. 
- Will be required to be on Field  for support and Go live, perform Maintenance for Application, Server & other Hardware’s
- Will require to check and trouble shoot necessary hardware cables , inside the conduit , containment, above the ceiling  etc.
- To Manage/Lead a Team of 20 Executives. 
- To attend necessary Meetings for Projects , Site visit , Demo /Presentations , MOI Inspections , Client / Contractor/ Consultant Inspection
and Testing commissioning.
- To visit  Clients on Regular Basis to Get feedback / Updates about the Quality of the work performed by the Team  and take corrective action.
- To evaluate the team and do necessary Gap filling , Training and update the Team as per the company requirements
- To perform regular  workshop to do complete knowledge transfer within the team
- To Coordinate with the  Various Departments for execution of tasks , project Installation , Support and Maintenance Activities.
- To Prepare necessary  updates , and respond to client mails  on daily basis 
- To check and prepare the Team Schedule on daily basis and follow up with the team  for execution of work on timely manner 
- Installation of Application, Solutions, Hardware  devices and  configuration of the solution as per the requirement and company instructions.
- Analyze user needs and software requirements to determine the feasibility of design within time and cost constraints.
- Troubleshoot and resolve issues in existing software, Application, Hardware Devices
- Analyze and study complex systems requirements.
- Prepare , Project Documents, design documentation ,Technical document,  Test Cases , User Manual , Handover documents , Configuration
Documents, Check list , Testing and commissioning documents  as per the requirement of Company.
- To be Part of Inspection , QA /AC Team for all projects  and Support  tasks  and activities
- To be actively involved in  MOI , Client , Consultant ,Contractor , Sub Contractor Pre Inspection and Inspection , Testing and
Commissioning of Complete solutions.
-Write and maintain technical documentation to describe testing,changes, and corrections
- Collaborate and communicate effectively with stakeholders throughout the organization
- Support customer-witnessed testing , Training  and Project Handover.
- Presentation of Applications , Attend Meeting  and do requirement Gathering
- To be able to understand 3 Party Application and do necessary Integration /Customization as per the requirement of Company/Client.
- Attend Customer , Management  and Sales Team Issue escalation, Respond with  resolution plan , Action Plan and Corrective Measures ,
- To be involved in Installation of Existing applications and Solutions ( End to End)
- To prepare , Daily reports , Weekly reports and Monthly reports.
- To communicate with client and provide updates on Daily activity.
 Job Details

Posted Date: 2019-04-17
Job Location: Doha, Qatar
Job Role: Information Technology
Company Industry: Sales
Preferred Candidate
Career Level: Entry Level
Nationality: United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree: Bachelor's degree

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