About Role
The TS System Engineer will lead a shift of Helpdesk team providing first and second level Support for IT Incidents and Requests. In this role, you will be part of 24x7 QR IT Service Centre team working in shifts. You will be responsible for handling IT related queries over phone and respond to emails for end users across Qatar Airways Group. Engineer has to analyze the nature of incidents, run different diagnostic techniques to resolve issues remotely and then follow-up with end users to ensure the issue has been resolved. You will ensure that all request and incidents are responded efficiently in timely manner. In addition, you will be assisting the Manager in developing and monitoring metrics to help drive the effectiveness of the team, this role will help drive the regular enhancement of the end-user IT Support model. With outstanding customer service orientation, a deep understanding of process discipline, value of metrics; should work diligently to help the team improve service and support.
Responsibilities
- Lead the shift. Guide and coordinate the Helpdesk team activities to efficiently respond to technical requests received via phone & email
- Manage ITSC notifications for service disruption due to maintenance activities or outages
- Serve as the face and voice of the IT to our internal customers
- Register all incoming incident/request in Service Manager Tool and take end to end ownership to track the progress till timely closure
- Research, diagnose, troubleshoot and identify solutions to resolve system issues quickly and efficiently
- Ensure all assigned incidents and service requests are resolved promptly in accordance with Service Level Agreements (SLAs)
- Monitor the Call Management System to ensure calls are being answered promptly with as low as zero call-abandoned rate
- Direct unresolved issues to the next level of support team and act as a further escalation point for unresolved or escalated calls. Respond immediately to escalations, events and user requests
- Ensure required shift coverage and proper shift handover with optimized leave management
- Be attentive & proactive to communicate about upcoming system maintenance/interruption/outage
- Build service relationships with users in order to achieve best in class customer satisfaction
- Assist the service desk manager with capturing service desk metrics, KPIs and developing status reports.
- Sound knowledge of Active Directory user right management and File Server permissions management
- Report service delivery performance to management (Daily/Monthly/Yearly)
- Assist in the development of user manuals, Knowledge bases, FAQs and training documentation.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible