Company: Qatar Petroleum
Skills: IT - SAP / ERP
Experience: 8 + Years
Education: Bachelors/3-5 yr Degree
Location: Qatar

Information & Communication Technology (ICT) Service Desk & Site Support (IT Helpdesk)


Primary Purpose of Job
• Monitor ICT service desk overall performance and ensure the delivery of consistent quality customer service and support, to achieve section's KPIs and CSFs. • Investigate 4th level support issues to ensure proper resolution to user issues, which includes vendor management, coordination with various Internal ICT teams and the business. • Monitor the performance of ICT service desk teams while attending incoming calls/e-mails/chat, to ensure courteous, timely, and effective resolution of end user issues. • Constant review and update to incidents/request followed process and procedures followed by service desk agents and other ITC teams, to ensure they follow ITIL/ITSM module of services. • Track and analyze trends in user reported requests/incidents and generate statistical reports to concerned sections for root cause analysis and services enhancement. • Identify CRM solutions that match QP requirements based on service desk activities, documented solutions and weekly reports to enhance quality of offered services and communication with QP users. • Lead and implement major projects through studies, purchases and implementations to enhance the QP desktop environment • Communicate with QP business users to understand and analyze their ICT service and support requirements and advice solutions to management accordingly. • Ensure timely closure/implementation of cyber security controls resulted from cyber security taskforce, risk assessments, identified vulnerabilities, audits observations, to stay in line with the corporate security standards.

• Bachelor degree in Computer Science, Computer Engineering/Electronics or equivalent. • ITIL certification.

Experience & Skills
• Minimum 8 years IT experience in enterprise environment (preferably in energy sector) in IT support role • Excellent knowledge of the desktop technical technologies, standards and development methodologies. • Hands on experience in CRM solutions • Strong knowledge of Microsoft desktop solutions • Ability to communicate effectively in clear English language. • Excellent experience in ITIL/ITSM • Ability to communicate effectively over phone, chat, email or in person.

Qatar Petroleum is an integrated national oil company (NOC) responsible for the sustainable development of the oil and gas industry in Qatar and beyond.

Qatar Petroleum’s activities encompass the entire spectrum of the oil and gas value chain locally, regionally, and internationally, and include the exploration, refining, production, marketing and sales of oil and gas, liquefied natural gas (LNG), natural gas liquids (NGL), gas to liquids (GTL) products, refined products, petrochemicals, fertilizers, steel and aluminum.
Qatar Petroleum is committed to contribute to a better future by meeting today’s economic needs, while safeguarding our environment and resources for generations to come. Thriving on innovation and excellence, Qatar Petroleum is bound to the highest levels of sustainable human, socio-economic, and environmental development in Qatar and beyond.

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