Help Desk Coordinator

Key Responsibilities

• Ticket Management: Oversee the help desk ticketing system, ensuring all incoming service requests and issues are documented, prioritized, and assigned to the appropriate technicians for resolution.
• User Support: Provide first-level technical assistance and guidance to users experiencing problems with telecom services, such as phone systems, network connectivity, or cellular devices.
• Troubleshooting & Resolution: Perform initial analysis and troubleshooting of technical problems, offering solutions to users directly when possible or escalating more complex issues to specialized technicians.
• Communication: Act as a liaison between users and technical staff, maintaining clear communication with customers regarding the status and resolution of their requests.
• Monitoring & Reporting: Monitor the progress of ongoing issues, ensure follow-up on resolutions, and track key performance indicators to ensure that service level agreements (SLAs) are met.
• Documentation: Develop and maintain internal and external support documentation, standard operating procedures, and knowledge bases to improve efficiency and user self-sufficiency.
• Coordination: Coordinate efforts during service outages or planned changes, including mass communications about the cause and duration of occurrences.

Essential Skills & Qualifications

• Technical Aptitude: Strong understanding of telecom services, network issues, and common hardware/software problems.
• Communication: Strong written and verbal communication skills to effectively interact with users and internal teams.
• Organizational Skills: Ability to prioritize tasks, manage a workload efficiently, and maintain a systematic approach to problem-solving.

Job Type: Full-time

Pay: From QAR2,000.00 per month