ICT SERVICE DESK AGENT (HELPDESK CALL CENTER)

Company
QatarEnergy is an integrated national oil corporation that stands at theforefront of efforts for the long term sustainable

development,utilization and monetization of oil and gas resources in the State ofQatar. In its efforts to become one of the

best national energycompanies in the world, QatarEnergy's activities and those of itssubsidiaries and joint ventures,

encompass the entire spectrum of theoil and gas value chain locally, regionally, and internationally. Theyinclude the

exploration, refining and production, marketing, and sale ofoil and gas, liquefied natural gas (LNG), natural gas

liquids(NGL), gasto liquids (GTL) products, refined products, petrochemicals,fertilizers, steel and aluminum. As an

integrated corporation,QatarEnergy's activities also include marketing and sale of oil and gasand other various products.

QatarEnergy's operations and activities areconducted at various onshore locations, including Doha, Dukhan and

theMesaieed and Ras Laffan Industrial Cities; and at various offshoreareas, such as offshore oilfields production stations,

drillingplatforms, Halul oil export island, and the North Field, which is thelargest single non-associated gas reservoir in the

world covering anarea of 6,000 square kilometers. The utilization of this field’s massivereserves has become a primary
national goal to continue the developmentand prosperity of the country. QatarEnergy pays the utmost attention tothe health

and safety of its employees, contractors, visitors and thelocal communities where it operates. From drilling to

construction,operations to decommissioning, QatarEnergy's health, safety andenvironment policy forms an integral part of

the corporation’s dailybusiness and long term planning. QatarEnergy is committed to contributeto a better future by meeting
today’s economic needs, while safeguardingour environment and resources for generations to come. Thriving oninnovation
and excellence, QatarEnergy is bound to the highest levels ofsustainable human, socio-economic, and environmental

development in Qatar and beyond.

Department
INFORMATION & COMMUNICATION TECHNOLOGY

Primary purpose of job
Support the delivery of high-quality customer service, focused technical support, and provide timely and accurate problem

resolution to a wide range of complex technical issues, to achieve high level of user satisfaction.

experience strongly desired.

• Utilize efficiently Microsoft Office applications for support, reporting and documentation.

• Apply excellent oral and written communication skills.

• Apply good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

• Handle constantly changing flow of traffic and remain productive during slow times and multitask effectively during busy

times in support of the Division business objectives.

• Apply technical knowledge to think around problems and come up with creative solutions.

• Apply Basic Active Directory knowledge in resetting passwords, unlocking accounts, and providing technical solutions.

• Identify technical issues/problems and assess magnitude to ensure the right solution is applied using established

procedures, guidelines, and technical experience.

• Carry out diagnostic troubleshooting by selecting and using appropriate technical references.

• Ability to multi-task, handle multiple high-priorities, balance priorities

• Assume ownership of incidents and requests escalated by Service Desk Specialists

• Must be able to work effectively independently, or as a member of a team

• Exercise patience and professionalism during stressful situations.

• Ability to work with or without direct supervision.

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Identify alternative solutions to resolve non-standard problems.

• Escalate issues to higher level support within the ICT department.

• Constant contact with business users to discuss support requirements, service, and training.

• Work closely with ITC Directorate personnel to discuss directions, users’ needs, and issues related to support.
• Excellent communication skills.

• Provides after hours and on-call support as needed.

• Work on standby and shift duties when needed.

• Provide Desktop Support as Site Technician when needed.

• Team player.

• Strong knowledge of Microsoft based operating systems and Microsoft Office.

• Be able to provide basic Mobile support for QatarEnergy users.

• Ability to communicate effectively over phone, chat, email or in-person in a clear English language and preferably Arabic

language.

• Strong analytical skills.

• Ability to solve problems.

• Able to communicate technical details and instructions in plain, non-technical language.

• Strong comprehension of desktop hardware and troubleshooting

• Be able to perform remote desktop troubleshooting

Education
- Technical diploma in Computer Science, Computer Engineering/Electronics or equivalent.

• Minimum 3 years post-diploma experience in installing and supporting desktop systems in a distributed environment.

• Recognized IT Certifications (A+, Microsoft Specialist Certification Windows 7 & above, ITIL).