qatar jobs Senior Helpdesk Agent - Ali Bin Ali
jobs description: jobs in Qatar Senior Helpdesk Agent - Ali Bin Ali
Job Responsibilities:
- Serve as liaison between customers and relevant internal technical team to resolve issues.
- Provides tier 1 support to customers which includes telephonic & remote support using company approved remote support tool.
- Answer all incoming telephone calls, take a message, follow-up, and return calls.
- Follow up customer's calls where necessary.
- Coordinate with customers to allocate onsite visits.
- Handle and resolve customer complaints
- Deliver consistently high levels of customer service.
- Order spare parts from suppliers related to warranty and non-warranty repairs
- Mentor and support helpdesk agents by providing training, guidance, and knowledge sharing.
- Conduct regular training sessions on new technologies, tools, and best practices.
- Gathers and analyses available data from customers to provide information towards making short term operational decisions of a functional unit
- Generate monthly reports from system related to attended incidents and repairs
- Provides recommendation of innovative solutions to next level in order to improve or enhance the process daily operations.
- Stay updated with the latest industry trends, technologies, and best practices.
- Answer and register phone calls.
- Forward incidents to the specialized support engineer for resolution.
- Follow up with Engineers on incidents.
- Provide all the required approvals, tools and accesses to the engineer for executing the job.
- Close incidents within the help desk system.
- Update customer's records.
- Keep a record of the telephone calls and the issues in the helpdesk management system.
- Track issues to resolution and update the concerned people accordingly.
- Identify and escalate priority issues.
- Making sure that response and resolution time are met within the SLA contract
- Coordinate with suppliers/vendors regarding spare parts delivery, ordering/purchasing and returning back
- Get 3 different quotations, compare and negotiate prices, delivery options and payment options.
- Issue quotations, delivery notes, and invoices to customers when required
- Follow-up credit notes claim with suppliers
- Attend onsite support at customers' premises when required “L2 support”
- Prepare and send monthly statement to supplier for labor payments.
- Follow up with supplier for labor payments.
- Participate in the deployment and configuration of new hardware and software
- Works towards achieving the units' short term monthly goals
- Flexibility to work in shifts and handle on-call responsibilities as needed
Job Details
| Posted Date: | 2026-06-29 |
| Job Location: | Qatar - Doha |
| Job Role: | Information Technology |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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