Linnk Group
Linnk Group, on behalf of our client a leading system Integrator in Doha, Qatar is looking for Service desk Analyst
About the role
Location: Doha, Qatar.
Position: Service Desk Analyst
Start Date: ASAP
Duties and responsibilities
The primary responsibility of the Service Desk Analyst is to
Ensure full availability of Service Desk telephone and email support during shift.
Provide telephone and email support for clients and users.
Pro-actively monitor support mailboxes and log in the system.
Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
Create, document, and review work instructions to help deal with similar incidents and requests.
Take full ownership of all open Incidents and Service Requests and update them on a daily basis as minimum.
Support Workplace Services in providing desk side support to resolve users’ issues.
As a result, members of the Service Desk team must have excellent verbal and written communication skills
troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes
Knowledge, Skills & Experience
Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA and CCNP)
Hands on experience of the different network systems such as CISCO IPT, VPN service and first level basic network troubleshooting skills.
ITIL v3 / v4 foundation (Training will be provided).
At least 2 years of experience supporting end users via phone and emails.
In-depth knowledge and experience about the different end user environments such as – but no limited to –
Microsoft Office Suite, print management and administration, file sharing and collaboration and basic hardware knowledge.
Hands on experience with Microsoft Operating systems (Windows 10, Windows server).
Experience required with Microsoft Active Directory, Exchange, Azure and O365 administration.
Appropriate knowledge about IT security fundamentals.
Hands on experience with end point security systems.
Basic knowledge of desktop / server virtualization.
Experience with HP Service Manager is a plus.
Experience with Microsoft Active directory, Exchange and O365.
Experience or knowledge about SCCM, Intune, Bit locker is highly recommended.
Operational experience in maintaining complex IT environments.
Excellent English and Arabic written and verbal communication skills.
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