Company
Qatar Energy is an integrated national oil corporation that stands at theforefront of efforts for the long term sustainable
development,utilization and monetization of oil and gas resources in the State of Qatar.In its efforts to become one of the
best national energy companies inthe world, Qatar Energy's activities and those of its subsidiaries andjoint ventures,
encompass the entire spectrum of the oil and gas valuechain locally, regionally, and internationally.They include the
exploration, refining and production, marketing, andsale of oil and gas, liquefied natural gas (LNG), natural gas
liquids(NGL), gas to liquids (GTL) products, refined products, petrochemicals,fertilizers, steel and aluminum. As an
integrated corporation,Qatar Energy's activities also include marketing and sale of oil and gasand other various
products.Qatar Energy's operations and activities are conducted at various onshorelocations, including Doha, Dukhan and
the Mesaieed and Ras Laffan Industrial Cities; and at various offshore areas, such as offshore oilfields production stations,
drilling platforms, Halul oil export island,and the North Field, which is the largest single non-associated gasreservoir in the
world covering an area of 6,000 square kilometers. Theutilization of this field’s massive reserves has become a
primarynational goal to continue the development and prosperity of the country.Qatar Energy pays the utmost attention to
the health and safety of itsemployees, contractors, visitors and the local communities where itoperates. From drilling to
construction, operations to decommissioning,Qatar Energy's health, safety and environment policy forms an integralpart of
the corporation’s daily business and long term planning.Qatar Energy is committed to contribute to a better future by
meetingtoday’s economic needs, while safeguarding our environment and resourcesfor generations to come. Thriving on
innovation and excellence,Qatar Energy is bound to the highest levels of sustainable human, socio-economic, and
environmental development in Qatar and beyond.
Department
SERVICE DESK & SITE SUPPORT
INFORMATION & COMMUNICATION TECHNOLOGY
Primary purpose of job
This position requires post-holder to be part of a team, and perform all tasks assigned to deliver top class service to our
customers. Monitor ICT Support team performance and provide 3rd level support to customers within established KPIs.
Monitor the implementation of ICT department projects and liaises with other teams to ensure successful implementation.
Post-holder is required to be up-to-date in IT CRM solutions and ITIL/ITSM support module, and latest IT desktop solution
available in the market.
Excellent communication skills is required (telephone and face to face). Being able to communicate in Clear English/Arabic
is equally important.
Responsibilities will include but not limited to the following:

• Monitor ICT support team overall performance and ensure the delivery of consistent quality customer service and support,

to achieve section’s KPIs and CSFs.

• Act as 3nd level escalation for ICT support issues, this includes negative user’s feedback and frustrated users, in effort to

achieve high level customer satisfaction rates.

• Act on issues that require management attention e.g. VIP/VVIP requests and incidents, MAJOR incidents, Service

disruption, service unavailability... Etc.

• Monitoring the process of ICT support to ensure courteous, timely, and effective resolution of end user issues.
• Constant review and update to incidents/request followed process and procedures followed by support team to ensure

they follow ITS module of services.

• Track and analyze trends in Help Desk requests and generate statistical reports to management.
• Provide 3rd level technical support to issues raised by Support team.
• Coach and train ICT support team and Qatari developees, to expand their technical knowledge and experience.
• Oversee the development, implementation, and administration of support staff training and knowledge expansion.
• 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.