Senior Helpdesk Agent
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
ALI BIN ALI seeks a Senior Helpdesk Agent to provide tier 1 IT support, mentor junior agents, and manage incidents. The role requires 3+ years of IT helpdesk experience, strong technical knowledge, and excellent communication skills.
Key Skills for This Role
Responsibilities
- Serve as liaison between customers and relevant internal technical team to resolve issues
- Provides tier 1 support to customers which includes telephonic & remote support using company approved remote support tool
- Answer all incoming telephone calls, take a message, follow up, and return calls
- Follow up customer’s calls where necessary
- Coordinate with customers to allocate onsite visits
- Handle and resolve customer complaints
- Deliver consistently high levels of customer service
- Order spare parts from suppliers related to warranty and non warranty repairs
- Mentor and support helpdesk agents by providing training, guidance, and knowledge sharing
- Conduct regular training sessions on new technologies, tools, and best practices
- Gathers and analyses available data from customers to provide information towards making short term operational decisions of a functional unit
- Generate monthly reports from system related to attended incidents and repairs
Requirements
- Bachelor's degree in information technology, Computer Science, or a related field (preferred)
- Minimum 3 years’ experience in a call centre in IT environment
- Proficient in relevant computer applications
- Excellent communications and listening skills
- ITIL Foundation certificate is a plus
- Proven experience in resolving complex technical issues and managing escalations
- Advanced knowledge of Operating Systems, Microsoft Office Suite, and common IT applications
- Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
- Excellent problem solving and analytical skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
Full Job Posting
Job Responsibilities
- Serve as liaison between customers and relevant internal technical team to resolve issues.
- Provides tier 1 support to customers which includes telephonic & remote support using company approved remote support tool.
- Answer all incoming telephone calls, take a message, follow up, and return calls.
- Follow up customer’s calls where necessary.
- Coordinate with customers to allocate onsite visits.
- Handle and resolve customer complaints
- Deliver consistently high levels of customer service.
- Order spare parts from suppliers related to warranty and non warranty repairs
- Mentor and support helpdesk agents by providing training, guidance, and knowledge sharing.
- Conduct regular training sessions on new technologies, tools, and best practices.
- Gathers and analyses available data from customers to provide information towards making short term operational decisions of a functional unit
- Generate monthly reports from system related to attended incidents and repairs
Additional Responsibilities
- Provides recommendation of innovative solutions to next level in order to improve or enhance the process daily operations.
- Stay updated with the latest industry trends, technologies, and best practices.
- Answer and register phone calls.
- Forward incidents to the specialized support engineer for resolution.
- Follow up with Engineers on incidents.
- Provide all the required approvals, tools and accesses to the engineer for executing the job.
- Close incidents within the help desk system.
- Update customer’s records.
- Keep a record of the telephone calls and the issues in the helpdesk management system.
- Track issues to resolution and update the concerned people accordingly.
- Identify and escalate priority issues.
- Making sure that response and resolution time are met within the SLA contract
Coordination and Support
- Coordinate with suppliers/vendors regarding spare parts delivery, ordering/purchasing and returning back
- Get 3 different quotations, compare and negotiate prices, delivery options and payment options.
- Issue quotations, delivery notes, and invoices to customers when required
- Follow up credit notes claim with suppliers
- Attend onsite support at customers’ premises when required “L2 support”
- Prepare and send monthly statement to supplier for labor payments.
- Follow up with supplier for labor payments.
- Participate in the deployment and configuration of new hardware and software
- Works towards achieving the units' short term monthly goals
- Flexibility to work in shifts and handle on call responsibilities as needed
Qualifications
- Bachelor's degree in information technology, Computer Science, or a related field (preferred).
- Minimum 3 years’ experience in a call centre in IT environment.
- Proficient in relevant computer applications.
- Excellent communications and listening skills.
- ITIL Foundation certificate is a plus
- Proven experience in resolving complex technical issues and managing escalations.
- Advanced knowledge of Operating Systems, Microsoft Office Suite, and common IT applications.
- Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Excellent problem solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at ALI BIN ALI
Product Specialist
Doha, QAT
ALI BIN ALI seeks a Product Specialist to support operations, coordinate with finance and logistics, conduct market visits, and promote dental products to healthcare professionals. Requires a medical background degree an
Shrink Wrap & Labelling Machine Operator
Doha, QAT
ALI BIN ALI is hiring a Shrink Wrap & Labelling Machine Operator for a beverage manufacturing facility. The operator will set up, operate, and maintain shrink wrapping and labeling equipment, ensuring quality and safety
Fabricator
Doha, QAT
ALI BIN ALI in Doha, Qatar is seeking an experienced Fabricator for a printing press. The role involves vehicle branding, sign fabrication and installation, material coordination, quality inspection, and team collaborati
Manual Binding Operator
Doha, QAT
ALI BIN ALI in Doha, Qatar is looking for a Manual Binding Operator with at least 2 years of experience in a printing press. The role involves hard box making, hard bound book making, hard cover making and binding, opera
Senior Editor
Doha, QAT
We are seeking a Senior Video Editor to deliver cinematic, high-quality edits for commercials, brand films, event openers, and corporate content. The ideal candidate has at least 5 years of editing experience, expert pro
Sous Chef
Doha, QAT
ALI BIN ALI is seeking a Sous Chef to support the Head Chef in managing kitchen operations, overseeing food preparation, and supervising staff. Requires a culinary degree, proven Sous Chef experience, and fluency in Engl
IT Operations, Cloud Infrastructure Lead
Doha, QAT
ALI BIN ALI seeks an IT Operations, Cloud Infrastructure Lead to provide technical leadership and oversight for the entire infrastructure technology stack. The role manages data centre, virtual servers, storage, and clou
Information Governance Lead & PMO Advisor
Doha, QAT
ALI BIN ALI seeks a Service Delivery Manager to oversee governance and performance of managed services, ensuring adherence to international standards. The role requires 15+ years in IT service delivery and project manage
Product Specialist
Doha, QAT
Shrink Wrap & Labelling Machine Operator
Doha, QAT
Fabricator
Doha, QAT
Manual Binding Operator
Doha, QAT
Senior Editor
Doha, QAT
Sous Chef
Doha, QAT
IT Operations, Cloud Infrastructure Lead
Doha, QAT
Information Governance Lead & PMO Advisor
Doha, QAT