service desk agent

GIG Gulf

<div>
 <p>
  <strong>
   Who we are
  </strong>
 </p>
 <p>
  GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job purpose:
  </strong>
 </p>
 <p>
  The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in Bahrain Bay.
 </p>
 <p>
  The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.
 </p>
 <p>
  The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.
 </p>
 <p>
  The role requires excellent customer service, communication (written + verbal), and analytical skills.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   IT Service Desk Agent (Level 1.5) role summarized in 3 points:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
 </p>
 <p>
  2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
 </p>
 <p>
  3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Service Desk End-User Support
  </strong>
 </p>
 <ul>
  <li>
   Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
  </li>
  <li>
   Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI&rsquo;s
  </li>
  <li>
   Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
  </li>
  <li>
   Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
  </li>
  <li>
   Provide high-quality resolutions of assigned tickets and managing the expectations of the users
  </li>
  <li>
   Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
  </li>
  <li>
   Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Operational &amp; Technical Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Communication
  </strong>
 </p>
 <ul>
  <li>
   Act as the 1st point of contact for all IT related issues or requests
  </li>
  <li>
   Build a strong trust relationship with business users across the region
  </li>
  <li>
   Build strong collaboration with level 2 and 3 IT teams
  </li>
  <li>
   Create and update documentation for end-users when needed for known issues/requests
  </li>
 </ul>
 <p>
  <strong>
   IT Support
  </strong>
 </p>
 <ul>
  <li>
   Create and modify user accounts for Active Directory and all applications
  </li>
  <li>
   Install end-user software (licensing validity and availability checks)
  </li>
  <li>
   Deployment of new applications (and/or upgrades) and follow-up
  </li>
  <li>
   Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
  </li>
  <li>
   Manage applications permissions changes for end-users
  </li>
  <li>
   Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
  </li>
  <li>
   Troubleshooting of printer issues
  </li>
  <li>
   Call center system support
  </li>
  <li>
   Mobile management enrollment and activation
  </li>
  <li>
   Shared folders permissions management
  </li>
 </ul>
 <p>
  <strong>
   Security
  </strong>
 </p>
 <ul>
  <li>
   Ensure full compliance with the Information Security policy and procedures
  </li>
  <li>
   Review encryption and antivirus definition status and remediate any issues
  </li>
  <li>
   Administrative Privileges management
  </li>
  <li>
   Ensure that all provided laptops have the necessary physical security measures
  </li>
  <li>
   Scan computers for virus infection
  </li>
  <li>
   Provide physical access to staff and visitors as necessary.
  </li>
 </ul>
 <p>
  <strong>
   Network and Telecom
  </strong>
 </p>
 <ul>
  <li>
   Troubleshoot end-user internet issues
  </li>
  <li>
   Local area network and Ethernet connections support
  </li>
  <li>
   Wireless network access basic support
  </li>
  <li>
   Headset phone and softphone setup for call center staff
  </li>
  <li>
   VPN configuration and troubleshooting
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Essential Requirements:
  </strong>
 </p>
 <p>
  <strong>
   Communication and Soft Skills
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication skills in English, both verbal and written
  </li>
  <li>
   Critical and analytical thinking and creativity &ndash; always challenging the status quo and find better ways to complete tasks
  </li>
  <li>
   Conflict Resolution &ndash; ability to resolve problems and complex situations
  </li>
  <li>
   Active listening and empathy &ndash; ability to listen and understand users to address their needs
  </li>
  <li>
   Team player &ndash; ability to work with a team and influence a positive collaborative culture
  </li>
  <li>
   Ability to prioritize workload appropriately based on the impact on the business
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Skills
  </strong>
 </p>
 <ul>
  <li>
   Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
  </li>
  <li>
   Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
  </li>
  <li>
   Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
  </li>
  <li>
   Excellent knowledge of Microsoft Office products including O365, Teams, Intune
  </li>
  <li>
   Familiarity with network architecture, LAN network protocols and client-server business applications
  </li>
  <li>
   Familiarity with Citrix and remote desktop or any VDI platform
  </li>
  <li>
   Familiarity with Distributed File Sharing
  </li>
  <li>
   Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service &amp; Service Desk KPI reports for management submission.
  </li>
  <li>
   Good understanding of ITIL framework or any other service management framework
  </li>
  <li>
   Excellent understanding of IT service management tools and ticketing system
  </li>
  <li>
   Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
  </li>
  <li>
   Knowledge of using remote access tools for remote troubleshooting
  </li>
  <li>
   Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team
  </li>
  <li>
   Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
  </li>
  <li>
   Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
  </li>
  <li>
   5+ years&rsquo; experience in an IT Service Desk role
  </li>
  <li>
   ITIL v3/v4 Foundation Certification
  </li>
  <li>
   MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
  </li>
 </ul>
 <p>
 </p>
</div>


IT Service Desk Agent

Nordic Consulting

<p></p><div><p>Make a difference. Be happy. Grow your career.</p><p></p><h1 class="jobSectionHeader"><b>
Job Summary</b></h1><p>
The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users&rsquo; problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.</p><h1 class="jobSectionHeader"><b>
CLINICAL SERVICE DESK AGENT I</b></h1><p></p><p>
The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers&rsquo; expectations.
</p><p></p><h2 class="jobSectionHeader"><b>Key Responsibilities</b></h2><p>
The Clinical Service Desk Agent will be responsible for, but not be limited to:</p><ul><li>
Providing a high level of professionalism and customer service</li><li>
Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs</li><li>
Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed</li><li>
Walking end user through problem solving or workflow process</li><li>
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)</li><li>
Quickly identify and escalate high-priority issues to appropriate team</li><li>
Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues</li><li>
Maintaining and expanding knowledge of help desk procedures and services</li><li>
Making good faith effort at resolving more complex ends user issues</li><li>
Collaborating and interfacing with all members of the Service Desk.</li><li>
Working efficiently and reliably in unsupervised and varying environments</li><li>
Adhering to policies and procedures such as HIPAA and client notification expectations</li><li>
Attending and participating in team meetings</li><li>
Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested</li></ul><p></p><h2 class="jobSectionHeader"><b>
Skills And Experience</b></h2><ul><li>
2+ years customer service experience required</li><li>
1 + years&rsquo; experience working in a call center required</li><li>
Basic understanding of Healthcare Terminology and Basic IT competencies required</li><li>
EHR knowledge and/or experience, preferred</li><li>
Excellent customer service and communication skills, written and verbal</li><li>
Ability to maintain calm and professional composure in stressful environments</li><li>
Proficient in English to support our clients&rsquo; needs. Spanish is a plus</li><li>
Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills</li><li>
Ability to apply problem solving skills across repetitive tasks</li><li>
Ability to work nights and weekends, depending on assigned shift</li><li>
Strong attention to detail and ability to organize</li><li>
Must be able to work independently, as well as within a team environment</li><li>
Must demonstrate and embody Nordic&rsquo;s maxims</li></ul><p></p><h2 class="jobSectionHeader"><b>
Additional Details</b></h2><ul><li>
Ability to travel up to 5% of the time</li></ul><p></p><p><b>
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.</b></p></div>

Clinical Service Desk Agent I

Atos

<div>
 <strong>
  About Atos
  <br/>
  <br/>
 </strong>
 The future is our choice
 <br/>
 <br/>
 Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of &euro; 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic &amp; Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
 <br/>
 <br/>
 The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Receiving incoming incidents and requests, logging them into tickets and resolving them in the appropriate timeframe.
  </li>
  <li>
   End user support (user management, mobile device support, laptop support, enterprise application support, software support)
  </li>
  <li>
   Hardware installation, transportation, addition, modification, replacement, and de-installation activities.
  </li>
  <li>
   Hardware Failure/Repair and Warranty periods.
  </li>
  <li>
   Liaise with Local/Global IT Teams as required to resolve failures, keeping the customer fully informed of next steps.
  </li>
  <li>
   Resolve IT issues when appropriate and in accordance with Help Desk policy.
  </li>
  <li>
   Manage relationships with third party vendors and follow up on requests submitted to these third parties.
  </li>
  <li>
   Coordinate referrals to appropriate technical, professional, or service personnel.
  </li>
  <li>
   Receive and prioritize issues and escalate using appropriate escalation procedures.
  </li>
  <li>
   Provide functional or task leadership.
  </li>
  <li>
   Coordinates special projects and system upgrades.
  </li>
  <li>
   Inform customers and/or management on the status of resolution efforts.
  </li>
  <li>
   Recommend system or process improvements, including procedures, training and improved documentation.
  </li>
  <li>
   To follow up on Hardware Lifecycle Management (Asset Management).
  </li>
  <li>
   Comply with physical and logical security requirements and report deficiencies.
  </li>
  <li>
   All other duties as assigned.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent English communication skills,
  </li>
  <li>
   Vocational Diploma/Short Course Certificate, bachelor&rsquo;s degree/University Degree in any field,
  </li>
  <li>
   At least 1 year experience,
  </li>
  <li>
   Strong analytical and problem-solving skills,
  </li>
  <li>
   Team-oriented with the ability to learn and act independently,
  </li>
  <li>
   Adaptable to established standards of practices,
  </li>
  <li>
   Excellent communication skills, both verbal and written,
  </li>
  <li>
   Excellent customer service skills, keeping the &ldquo;Customer First&rdquo; in all activities and communications,
  </li>
  <li>
   Eagerness to work in a global and multi-cultural, international team,
  </li>
  <li>
   A passion to implement, secure, maintain, and automate complex systems,
  </li>
  <li>
   Ability to think quickly and respond when things do not go as planned,
  </li>
  <li>
   Candidates with Enterprise/Network Operations Center, IT Service/Help Desk, etc. experience will be preferred.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We Offer
  <br/>
  <br/>
 </strong>
 GPTW Certified Company
 <br/>
 <br/>
 Work from home most of the time as our customers are located all around the world
 <br/>
 <br/>
 <strong>
  Competitive Compensations And Benefits
  <br/>
  <br/>
 </strong>
 Flexible Benefit Program
 <br/>
 <br/>
 Private Health Insurance
 <br/>
 <br/>
 Life Insurance
 <br/>
 <br/>
 Performance Bonus
 <br/>
 <br/>
 Accolade Bonus
 <br/>
 <br/>
 Referral Bonus
 <br/>
 <br/>
 Transportation Allowance
 <br/>
 <br/>
 Meal Allowance
 <br/>
 <br/>
 Kindergarten Allowance
 <br/>
 <br/>
 Buddy Program
 <br/>
 <br/>
 Flexible working hours at Atos or home office
 <br/>
 <br/>
 Company SIM Card
 <br/>
 <br/>
 Days of annual leave above the legal minimum
 <br/>
 <br/>
 Atos University Access &ndash; Professional and personal development through continuous education and certification
 <br/>
 <br/>
 Wellbeing Days
 <br/>
 <br/>
 Friendly Working Environment
 <br/>
 <br/>
 BYOD - Bring Your Own Mobile Device Campaign
 <br/>
 <br/>
 Here at Atos, we want all our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
 <br/>
 <br/>
</div>


1st Level Service Desk Agent

NTT DATA

<b>Req ID:</b> 371422
<br><br>
NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
<br><br>
All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.
<br><br>
NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.
<br><br>
<b>Job Responsibilities Include:</b><br>
<ul>
<li>This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365</li>
<li>All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.</li>
<li>Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality</li>
<li>Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner</li>
<li>Responsible for driving resolution of incidents on a 24/7 desk</li>
<li>Read text on computer screens for the duration of the shift</li>
<li>Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks</li>
<li>Ensure a quiet, private workspace with high speed, wired internet</li>
<li>Travel up to 10% of the time, if required</li>
<li>Lift up to 25 lbs. if needed for equipment setup</li>
<li>Have a working cell phone for manager communication and Two-Factor Authentication</li>
</ul>
<b>Basic Qualifications:</b><br>
<ul>
<li>Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)</li>
<li>Minimum of 1 year of technical troubleshooting experience</li>
</ul>
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
<br><br>
About NTT DATA Services
<br><br>
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
<br><br>
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.

Clinical Service Desk

PROZ TECHNOLOGIES

<p>Hello,<br/>Greetings from Proztec Qatar! I hope everything is going well with you.</p><p><b>JOB DESCRIPTION</b></p><p>The Service Desk Agent is responsible for providing first-level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. The role focuses on effective communication, quick response times, and accurate ticket handling to meet SLA requirements. The agent will act as the first point of contact for IT-related issues and coordinate with technical teams for resolution.</p><p><b>DUTIES &amp; RESPONSIBILITIES</b></p><ul><li>Serve as the first point of contact for user support via phone, email, or ticketing system</li><li>Log, track, and manage incidents and service requests using ticketing tools</li><li>Ensure timely response and resolution in line with SLAs</li><li>Perform initial troubleshooting and issue diagnosis</li><li>Escalate complex issues to L2/L3 support teams when required</li><li>Provide regular updates to users on ticket status</li><li>Maintain accurate documentation of issues and resolutions</li><li>Follow ITSM processes including Incident and Request Management</li><li>Ensure high levels of customer satisfaction through effective communication</li><li>Support routine system checks and user assistance</li></ul><p><b>SKILLS &amp; ABILITIES</b></p><ul><li>Strong communication and customer service skills</li><li>Experience with ticketing tools (ServiceNow, BMC, SummitAI, etc.)</li><li>Basic technical troubleshooting knowledge</li><li>Understanding of ITIL-based support processes</li><li>Ability to handle multiple tickets and prioritize effectively</li><li>Strong problem-solving and user-handling skills</li></ul><p><b>POTENTIAL BACKGROUND</b></p><ul><li>Minimum <b>4+ years of experience</b> in Service Desk / IT Support</li><li>Experience in handling end-user support in enterprise environments</li><li>Exposure to high-volume ticketing environments</li><li>Experience working in SLA-driven support roles</li></ul><p><b>CERTIFICATIONS (MANDATORY/PREFERRED)</b></p><ul><li>ITIL v4 Foundation &ndash; Preferred</li></ul><p><b>LANGUAGE REQUIREMENT</b></p><ul><li>Arabic or Non-Arabic Speaker</li></ul><p><b>WORK LOCATION</b></p><ul><li>Onshore &amp; Offshore</li></ul><p><b>SOFT SKILLS</b></p><ul><li>Strong interpersonal and communication skills</li><li>Customer-focused mindset with patience and professionalism</li><li>Ability to work under pressure and meet SLAs</li><li>Proactive and solution-oriented attitude</li><li>High ownership and accountability</li></ul><p>If you&rsquo;re interested or have relevant experience, feel free to share your updated CV.</p><p>Job Type: Full-time</p><p>Pay: QAR6,000.00 - QAR8,000.00 per month</p><p>Work Location: In person</p>

SERVICE DESK AGENTS

Caesars Entertainment

<p></p><div><div><div><div><div><div><div><div><p><b>WE ARE CAESARS</b><br>
<br>
At Caesars Entertainment, our Mission, Vision &amp; Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision &amp; Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.<br>
<br>
<b>Our Mission</b>: &ldquo;Create the Extraordinary&quot;<br>
<b>Our Vision</b>: &ldquo;We create spectacular worlds that immerse, inspire and connect you. We don&rsquo;t perform magic; we create it with excellence.&rdquo;<br>
<b>Our Values</b>: &ldquo;Blaze the Trail, Together We Win, All-In on Service&rdquo;<br>
<br>
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.</p></div>
</div></div></div></div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>JOB SUMMARY</b></h2>
<div><div>The Business-Critical Operations (BCO) Agent is a high-impact operational role responsible for ensuring the stability, resilience, and continuity of enterprise systems through expert management of major incidents and frontline service support. This role combines incident leadership with direct end-user support, driving rapid resolution of business-critical disruptions while upholding governance standards and cybersecurity protocols. The BCO Agent plays a vital role in incident coordination, stakeholder communication, and continuous service improvement; directly influencing operational performance and customer experience across IT functions.</div></div>
</div></div><div><div><h2 class="jobSectionHeader"><b>HOW YOU WILL CREATE THE EXTRAORDINARY</b></h2>
<div><div><div><p><b>Incident &amp; Service Desk Management</b></p></div><div><ul><li><div>
Monitor systems and tools (e.g., Dynatrace, ServiceNow, xMatters) to proactively detect potential major incidents.</div></li></ul></div><div><ul><li><div>
Initiate immediate response and mobilize cross-functional resources upon incident detection.</div></li></ul></div><div><ul><li><div>
Classify and prioritize incidents using the IT Incident Severity Matrix.</div></li></ul></div><div><ul><li><div>
Lead and coordinate incident response efforts, ensuring timely stakeholder communication and executive-level updates.</div></li></ul></div><div><ul><li><div>
Document incident details, actions taken, and resolution outcomes.</div></li></ul></div><div><ul><li><div>
Provide direct support to employees for technology-related issues, including password resets and account unlocks in Active Directory and other systems.</div></li></ul></div><div><ul><li><div>
Appear on camera to assist with identity validation of employees when required.</div></li></ul></div><div><ul><li><div>
Ensure timely communication and resolution of incidents and service requests.</div></li></ul></div></div><div><div><ul><li><div>
Uphold SLAs and follow all process steps diligently.</div></li></ul></div><div><ul><li><div>
Collaborate with end users to understand and resolve issues effectively.</div></li></ul></div><div><ul><li><div>
Uphold departmental policies and procedures in partnership with managers and directors.</div></li></ul></div><p></p><div><p><b><br>
Governance &amp; Reporting</b></p></div><div><ul><li><div>
Ensure compliance with incident lifecycle processes: identification, updates, resolution, and downgrades.</div></li></ul></div><div><ul><li><div>
Maintain accurate records of incident activities and contribute to process improvement initiatives.</div></li></ul></div><div><ul><li><div>
Actively monitor team queues and ensure complete documentation of incident tickets.</div></li></ul></div><div><ul><li><div>
Review support incidents for process gaps and recommend improvements.</div></li></ul></div><div></div><div><div><b><br>
Cross-Functional Collaboration</b></div></div><div></div><div><ul><li><div><br>
Partner with Stakeholders, IT Operations, Infrastructure, and Support teams to manage incident resolution.</div></li></ul></div><div><ul><li><div>
Coordinate with Security, Compliance, Customer Support, and Service Delivery teams.</div></li></ul></div><div><ul><li><div>
Liaise with external vendors and third-party providers involved in incident resolution.</div></li></ul></div><div><ul><li><div>
Communicate directly with stakeholders to provide status updates and collaborate on issue resolution.</div></li></ul></div><div><ul><li><div>
Establish and maintain strong working relationships across teams.</div></li></ul></div></div></div><br>
<p></p>
</div></div><div><div><h2 class="jobSectionHeader"><b>WHAT YOU WILL NEED</b></h2>
<div><div><div><p><b>WHAT YOU WILL NEED</b></p></div><div><ul><li><div>
Must be 21 years of age or older</div></li></ul></div></div><div><div><ul><li><div>
Proficient in English verbal and written</div></li></ul></div><div><ul><li><div>
Strong verbal and written communication skills.</div></li></ul></div><div><ul><li><div>
1 to 3 years of high-volume incident management experience.</div></li></ul></div><div><ul><li><div>
Previous help desk or service desk experience preferred.</div></li></ul></div><div><ul><li><div>
Proficiency with monitoring and ITSM tools such as Dynatrace, ServiceNow, and xMatters.</div></li></ul></div><div><ul><li><div>
Excellent organization, time management, and attention to detail.</div></li></ul></div><div><ul><li><div>
Ability to thrive in a fast-paced, 24x7 operational environment.</div></li></ul></div><div><ul><li><div>
Familiarity with cybersecurity protocols and identity validation practices.</div></li></ul></div><div></div><div><p><b><br>
ADDITIONAL REQUIREMENTS</b></p></div><div><ul><li><div>
Flexible to work various shifts, weekends, and holidays</div></li></ul></div></div></div>
</div></div></div></div></div></div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>ABOUT US</b></h2>
<div>At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars&reg;, Harrah's&reg;, Horseshoe&reg; and Eldorado&reg; brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.<br>
<br>
Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values &ndash; Together We Win, All In On Service and Blaze the Trail &ndash; every day. Our mission, &ldquo;Create the Extraordinary&rdquo;. Our vision, &ldquo;Create spectacular worlds. That immerse, inspire and connect you. We don&rsquo;t perform magic; we create it with excellence. #WeAreCaesars&rdquo;. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.</div><br>
</div></div></div></div></div></div><div><div><div><div><div><p><b>TOGETHER WE WIN</b><br>
<br>
We believe in delivering family-style service&mdash;an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.<br>
<br>
<b>DISCLAIMER</b><br>
<br>
The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.<br>
<br>
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.<br>
<br>
<b>ADA</b><br>
<br>
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals&rsquo; religious beliefs or practices.<br>
<br>
<b>EQUAL EMPLOYMENT OPPORTUNITY</b><br>
<br>
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person&rsquo;s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.</p></div></div></div></div></div></div></div></div><p></p>

BCO Agent

Slipstream IT

<div>
 At Slipstream, we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.
 <br/>
 <br/>
 Slipstream&rsquo;s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The IT Service Desk (L1) agent is the first point of contact for employees seeking technical help. You will triage, resolve, and escalate incidents and requests in ServiceNow, with an emphasis on customer service, documentation quality, and meeting SLAs. This role suits someone who enjoys problem solving, communicating clearly, and leaving users feeling supported.
 <br/>
 <br/>
 <strong>
  Role Purpose &amp; Impact
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Restore service quickly and accurately, minimizing business disruption.
  </li>
  <li>
   Improve self-service and ticket deflection by contributing clear, reusable knowledge.
  </li>
  <li>
   Capture high-quality data (categorization, CI, impact/urgency) to enable reporting and root-cause analysis.
  </li>
  <li>
   Be the voice of IT&mdash;set expectations, educate users, and escalate effectively when needed.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
  </li>
  <li>
   Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
  </li>
  <li>
   Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
  </li>
  <li>
   Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
  </li>
  <li>
   Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
  </li>
  <li>
   Document steps to reproduce, resolution notes, and user communications in ServiceNow.
  </li>
  <li>
   Escalate to L2/L3 with complete context and testing notes; follow through until closure.
  </li>
  <li>
   Contribute or update knowledge articles for recurring issues and &lsquo;how-to&rsquo; guides.
  </li>
  <li>
   Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
  </li>
  <li>
   Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
  </li>
  <li>
   Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
  </li>
  <li>
   Troubleshoot endpoints (Windows/macOS) and standard software packages.
  </li>
  <li>
   Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
  </li>
  <li>
   Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
  </li>
  <li>
   Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
  </li>
  <li>
   Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
  </li>
  <li>
   Participate in shift coverage, occasional after-hours, or weekend support as required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1&ndash;2 years in a service desk/help desk or customer-facing tech support role (internships count).
  </li>
  <li>
   Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
  </li>
  <li>
   Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
  </li>
  <li>
   Excellent verbal/written communication and documentation skills.
  </li>
  <li>
   Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Nice-to-Haves
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Certifications: CompTIA A+, ITIL&reg; 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
  </li>
  <li>
   Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
  </li>
  <li>
   Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.
  </li>
  <li>
   Security: phishing triage, disk encryption, and least-privilege concepts. Success Metrics (KPIs)
  </li>
  <li>
   First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
  </li>
  <li>
   SLA attainment for response and resolution times.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   401k match
  </li>
  <li>
   Comprehensive group health, dental, vision benefits
  </li>
  <li>
   Life insurance/LTD
  </li>
  <li>
   Discretionary PTO
  </li>
  <li>
   Salary: $45,000-$50,000
   <br/>
   <br/>
  </li>
 </ul>
 <em>
  Slipstream is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream makes hiring decisions based solely on qualifications, merit, and business needs at the time.
  <br/>
  <br/>
 </em>
 <em>
  This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
 </em>
</div>


Onsite Service Desk Technician - San Diego, California

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