Dubai
Company Info
Educational institution
200 + Employees
Ajman University
Table of Contents
Job Position – IT Help Desk Coordinator
Job Details Here
We’re Hiring: IT Help Desk Coordinator!
📍 Location: Doha, Qatar
🌐 Company: PROZTEC
Job Summary: The IT Helpdesk Coordinator plays a critical role in ensuring smooth IT operations within an organization. This position involves managing ITSM ticketing systems, coordinating with various teams, and maintaining service level agreements (SLAs). Additionally, the ideal candidate should have experience in retail, hypermarket, or supermarket environments.
Responsibilities:
1. ITSM Ticketing Management:
o Monitor and manage incoming IT service requests and incidents through the ITSM ticketing system.
o Prioritize and assign tickets to appropriate teams or individuals.
o Ensure timely resolution and follow-up on open tickets.
2. ITSM Tool Experience:
o Utilize ITSM tools such as Manage Engine Service Desk Plus to manage and track IT service requests.
o Configure and optimize ITSM tools to improve efficiency and user experience.
3. Reporting and MIS:
o Generate regular reports (monthly and weekly) related to ticket volumes, response times, and incident trends.
o Analyze data to identify areas for improvement and efficiency.
4. Vendor Coordination:
o Collaborate with external vendors for hardware, software, and network-related issues.
o Track vendor performance and escalate unresolved issues as necessary.
5. User Support:
o Respond promptly to user inquiries and technical issues via phone, email, or chat.
o Troubleshoot and resolve common IT problems, escalating complex issues when needed.
6. Team Collaboration:
o Coordinate with different IT teams (network, systems, applications) to ensure seamless communication and problem-solving.
o Facilitate cross-functional collaboration to address user needs effectively.
7. Escalation Management:
o Escalate critical incidents or service disruptions to higher-level support or management.
o Monitor SLAs and take necessary actions to meet or exceed targets.
8. Retail/Hypermarket Experience:
o Candidates with a background in retail, hypermarket, or supermarket environments are preferred.
o Familiarity with point-of-sale (POS) systems and inventory management is advantageous.
Qualifications:
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Relevant certifications (e.g., ITIL, CompTIA A+, HDI Support Center Analyst) are a plus.
• Strong communication skills and customer service orientation.
• Ability to work well under pressure and handle multiple tasks simultaneously.
About Us:
Proz Technologies is a leading ICT specialist in Doha, Qatar. We provide comprehensive IT solutions and strategic consulting to midmarket and enterprise businesses.
Join Us: Apply now or refer a candidate.
📧 recruitment@proztec.com
FOLLOW US FOR MORE LIVE UPDATES
Jobs in Dubai – Click Here
Jobs in Abu Dhabi – Click Here
Jobs in Ajman – Click Here
Jobs in Al Ain – Click Here
Jobs in Bahrain – Click Here
Jobs in Dammam – Click Here
Jobs in Doha – Click Here
Jobs in Kuwait – Click Here
Jobs in Oman – Click Here
Jobs in Qatar – Click Here
Jobs in Riyadh – Click Here
Jobs in Sharjah – Click Here
Jobs in Saudi Arabia – Click Here
Jobs in United Arab Emirates – Click Here
