Technical Support & Oracle SCM Support – HelpDesk Services

1. Technical and Operational Support

· Receive, log, and resolve user inquiries and technical issues from government entities, companies, and individuals through approved support channels.

· Provide immediate support to members of tender committees, auction committees, and other committees associated with system usage.

· Coordinate with specialized technical support teams to ensure timely resolution of issues in accordance with defined service timelines.

· Register all incidents, service requests, and inquiries in the ticketing system, ensuring full documentation of request status, response time, and resolution time.

· Prepare weekly management reports detailing ticket volumes, issue categories, applied solutions, and closure rates.

· Analyze recurring issues and propose root-cause solutions to enhance system stability and reduce service disruptions.

· Conduct periodic reviews of the Unified Procurement Portal to ensure data accuracy, completeness, and content integrity.

2. Knowledge Management and User Experience Improvement

· Develop and update User Manuals, FAQs, and guidance materials as required.

· Consolidate frequently asked questions and systematically publish them within the system.

· Provide recommendations to improve User Experience (UX) and system usability based on user feedback and support data.

· Contribute to the continuous improvement of operational procedures related to HelpDesk Services.

3. Training and Capacity Building

· Design and deliver comprehensive and continuous training programs for system users.

· Organize periodic workshops and training sessions to ensure efficient and effective system utilization.

· Prepare training materials (presentations, manuals, instructional videos) in both Arabic and English.

· Conduct individual training sessions for new users or users requiring additional support.

· Perform post-training evaluations to assess effectiveness and recommend future improvements.

· Provide post-training support to ensure proper application of acquired skills in operational environments.

Required Experience

· Minimum 5 years of experience in:

o HelpDesk and technical support services

o System training delivery

o User support within government or enterprise environments

· Strong knowledge of Oracle systems, including:

o Oracle iSupplier

o Oracle iProcurement

o Oracle Purchasing

o Oracle Supplier Lifecycle Management

o Oracle Sourcing

o Oracle Inventory

· Proficiency in Microsoft Office applications and Adobe Acrobat Pro.

· Hands-on experience with ticketing and incident management systems.

Job Type: Full-time

Pay: QAR11,800.00 - QAR12,800.00 per month

Work Location: In person