About The Role

 

In this role, you will be part of support team providing effective and efficient specialist IT service support to users of Qatar Airways Group. You will be the primary point of contact for portfolio users to troubleshoot technical issues and install OS & applications while responding within defined service level agreements. You will be responsible to act as a subject matter expert (SME) of business customers seeking help related to IT systems. Ensure, maintain, and patch end-user devices to eliminate security vulnerabilities. You have to ensure internal process are strictly followed. You should have hands on experience in troubleshooting laptops, desktops, printers & scanners with extensive efficiency in mail management and respond to user queries & notifications.

 

Key Responsibilities

 

 

Ensure 24x7 smooth operations of IT, implement appropriate corrective and preventive actions to improve systems availability and stability.

• Ensure that all incidents reported to IT service desk are responded to efficiently and in a timely manner to reduce business impact.
• Installing/Troubleshooting of Operating Systems, Anti-virus software, MS Office suites and all QR business applications.
• Good hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of Desktops, Laptops, Tablets Mobile devices and latest tech gadgets and features.
• Research, diagnose, troubleshoot and identify solutions to resolve system issues quickly and efficiently.
• Adhere to standard process & procedures with timely escalation of unresolved issues to the appropriate internal teams or vendors.
• Good practice of time management, Prioritization of task and calls with multitasking.
• Provide accurate information on IT products and services with highest level of customer service.
• Be attentive and proactive to communicate about upcoming system maintenance/interruption/outage that they may run into and provide potential workaround solutions whenever possible.
• Provides detailed performance reports to an agreed schedule (or on request), including management summary & KPIs.
• Conduct Root Cause Analysis of reported incidents in operational systems and ensure accurate changes to system configuration following the standard change management process.
• Support the delivery of infrastructure projects.
• Liaise with suppliers and internal teams involved in both projects and operational maintenance of systems.
• Maintain high confidentiality and integrity in this role.
• You will play a key role in development and support of IT processes and procedures in line with ITIL V3 and ISO 20000 standards.
• You will be responsible in facilitating documentation of such processes and procedures for all internal teams of the department.

 

Qualifications

 

About you:

 

• Bachelor's Degree in Computer Sciences or equivalent stream with minimum 5 years of relevant experience in technical support of desktops, laptops, printers and other end users’ devices.
• Working experience with large enterprise of over 5,000 employees.
• Preferably ITIL V3 foundation or above certified.
• Preferably with Airport/Airline experience.