Provides first-level diagnosis support to phone, email and walk-in-customers.
Interacts with users with excellent communication skills to collect information about problems and lead users through first level diagnostic procedures to determine the source of the error as well as educate and instruct users on various application and hardware issues.
Escalates more complex problems and / or outages to the Section Head and / or appropriate information technology contacts, and all appropriate channels and serves as liaison between staff and the IT Services department to facilitate the resolution of issues.
Ensures service requests and associated resolutions are completely and accurately documented within the help desk software for follow-
up, reporting and reference purposes.
Responsible for reporting results, following the escalation process, and dispatching issues to the proper channels.
Tracks, follow-ups and communicates to appropriate parties regarding ongoing issue resolutions and statuses for service tickets.
Ensures compliance with help desk standards and operating policies and procedures.
Keeps abreast of policy and procedural changes and projects that affect IT services and the help desk function within the University and the IT Services department.
Maintains the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the Qatar University or its students, faculty, or staff.
Accessing or disclosing such information or data must be deemed necessary for the performance of one’s job responsibilities and must be authorized by the employee’s supervisor.
A Bachelor degree in IT or equivalent.
Minimum 5 years of Experience.
Proven analytical and problem-solving abilities
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