IT HelpDesk Specialist
iHorizons is a prominent technology solutions provider based in Qatar, specializing in business transformation and digital services across the MENA region.
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This is a full time remote job
Job Description
Job Summary
You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers. You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations.
Reporting Structure
• This job reports to Team Lead – Customer Support.
Job Objectives
•Enhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers' needs and providing appropriate solutions to ensure customer satisfaction.
•Troubleshoot technical problems faced by business users and escalate complex issues to the technical support teams for resolution.
•Effectively communicate customer concerns, requirements, and feedback to the support teams.
Job Responsibilities
Customer & Technical Support
•Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alerts.
•Respond to customer issues / queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue.
•Perform remote troubleshooting as a first level through diagnostic techniques.
•Provide accurate information on IT products and services.
Issues Monitoring
•Track and follow up with technical teams till the issue is resolved and service request is closed.
•Handle communication with stakeholders and provide regular updates for reported issues.
•Manage Incidents, Problems, Change and Service Requests.
•Share any feedback or suggestions from the customers with the appropriate internal team.
•Monitor the alerts raised by Monitoring tool and escalate to next level for recovery.
•Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines.
Documentation & Reports
•Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/Management.
•Create and log issues and their resolution in the centralized Customer Service Portal.
•Categorize reported issues with correct impact and urgency as per best ITIL practices.
Job Requirements
Educational Qualification
•Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors.
Licenses & Certifications
•Knowledge of ITIL methodologies (ITIL Foundation level) preferred.
Previous Work Experience
•Fresh Graduate/ 0 to 3 years of experience in customer service.
•Prior experience in IT Service Management Ticketing tools and process is preferable.
Work Requirement
Should have the flexibility to work in shift system (Weekends / holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps.
Skills and Abilities
•Customer-oriented, with ability to manage difficult customers.
•Have a positive, empathetic and professional attitude toward customers.
•Efficient, enthusiastic and detail oriented with problem solving ability.
•Ability to build strong working relationship with clients and internal team members.
•Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure.
•Good understanding of computer systems, mobile devices and other technology products.
About the job
Education
Bachelor degree
Associate degree
Experience
No experience required
Location requirements
Hiring timezones
Egypt +/- 0 hoursAbout iHorizons
Learn more about iHorizons and their company culture.
iHorizons is a leading provider of business solutions and technology services across MENA and emerging markets. Founded in 1996 and headquartered in Doha, Qatar, iHorizons has been instrumental in helping organizations and governments accelerate their digital transformations. Our mission revolves around improving customer experiences and increasing operational efficiencies through innovative solutions.
With a strong focus on digital services, iHorizons specializes in various sectors including telecom, government, and media. We have established ourselves as trusted partners to major clients such as Ooredoo and Al Jazeera. Our flagship products, such as the iHorizons Knowledge Server, are crafted to meet the unique demands of large-scale operatives, particularly in managing Arabic web content effectively. Additionally, our custom solutions equip clients with the tools necessary for navigating their digital landscapes, ensuring that they remain competitive in an ever-evolving market. We pride ourselves on our commitment to quality, customer satisfaction, and fostering a culture of innovation. Our diverse team, drawn from various backgrounds and expertise, works collaboratively to deliver tailored solutions that meet the specific needs of our clients.
iHorizons
Company size
201-500 employees
Founded in
1996
Chief executive officer
Muhammed Takriti
Markets
Employees live in
QatarSimilar remote jobs
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