Service Desk Senior SpecialistBAE Systems Strategic Aerospace Services WLL • Doha, DA, qa
Service Desk Senior Specialist
BAE Systems Strategic Aerospace Services WLL • Doha, DA, qa
12 hours ago
Job type
- Quick Apply
Job descriptionServe as the escalation point for complex incidents and service requests, ensuring timely resolution and customer satisfaction. Oversee daily service desk operations, maintaining compliance with established SLAs, KPIs, and ITIL standards. Deliver technical and functional support for end-user hardware, software, and application issues. Conduct root cause analysis for recurring incidents and recommend preventive measures or process improvements. Ensure accurate and complete ticket logging, classification, and documentation within the ITSM system. Monitor and manage support queues, ensuring requests are prioritized, assigned, and resolved efficiently. Develop and maintain strong relationships with end users and business stakeholders, ensuring clear and proactive communication. Update and contribute to the Service Desk Knowledge Base, ensuring it reflects current resolutions and procedures. Mentor and support junior team members, fostering a collaborative and service-oriented Services culture. Participate in incident and problem management reviews, providing insights to enhance service quality and performance outcomes. Bachelor’s degree in computer science or equivalent field. ITIL Foundation certification required; Intermediate ITIL certification preferred Minimum 6 years of experience in IT Service Desk operations or end-user support. Strong familiarity with ITSM tools and ticket lifecycle management.
Job Description
- In-depth understanding of service desk operations and escalation procedures.
- Advanced troubleshooting, analytical, and problem-solving skills.
- Excellent customer service, communication, and stakeholder management abilities.
- Proven ability to lead, coach, and mentor junior Service Desk staff.
- Strong focus on documentation accuracy, process adherence, and service quality.
Key Responsibilities :
Requirements
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Senior Specialist • Doha, DA, qa
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