Jesseena Marine Services pvt ltd - Qatar - Job Description The primary responsibility of an HICT Senior User Support is to; Awareness of all the supporting applications in the organization. Mentor and develop junior staff in order to ensure that consistently high levels of service are maintained. Identifying problems and linking related incidents to the problem record in order to support ITIL process. Produce and maintain knowledge base documentation, knowledge articles. Identifying potential service improvement initiatives and drawing these to the attention of Supervisors/ managers and the Service Management Team. Respond immediately to users’ requests for technical support with immediate solutions or the required steps and timeline needed for a solution. Properly document all incident into tracking software and appropriately close the incident ticket when the issue is resolved. Communicate frequently with users encountering technical problems as well as with other staffs within the Technical Support section. E...
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