• Full Time
  • Qatar

Support Team

Support Team Coordinator (Helpdesk)

Responsibilities

  • Daily reports of tickets and tasks sorted by status
  • Escalate whenever SLAs are about to breach, proactive escalation mechanism is expected to be an individual initiative and automated through JIRA
  • Handling JIRA helpdesk responses and assignments
  • Follow up the full ticket lifecycle from the request registration, to troubleshoot and RCA, to assignment and escalation to P* and closure + confirmation of customers
  • Follow the assigned tickets, from the early stages of troubleshooting, until it’s handed over to the developer, till it’s fixed and confirmed by the client.
  • Perfect oral and written communication skills in English and Arabic
  • Coordinate the team’s requests and assignment of the tasks with full coordination with the team’s leader and members

Qualifications and Experience

  • Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Engineering (or equivalent combination education or experience))
  • At least 2 years’ experience in a technical Support Coordination role in the software industry, ideally for content services, BPMS, and digital transformation company or a similar role
  • Basic Technical knowledge in Sharepoint, SQL, and Content Services industry
  • Good organization and prioritization skills
  • An ability and drive to work independently and as a team contributor
  • Excellent communication skills able to get message understood and understand the intent from a wide range of stakeholders (from C-level to users potentially)
  • ITIL, Sharepoint, and SQL certifications are nice to have
  • Focus on customers
  • Experience in working in a complex environment with multiple partners through the change & release processes.
  • Language skills (English and Arabic).

Additional Information 

  • Experience: 2 years
  • Reports To: Support Manager
  • Effective Date: ASAP
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