Front Desk IT Telecommunication Domain Jobs in Oman

Job Title: Front Desk (Help Desk) Staff – IT Telecommunication Domain

Overview of the role: IT Telecommunication Domain Jobs in Oman

As a Front Desk (Help Desk) Staff member, you will be responsible for creating and resolving trouble tickets using the ticketing system. This role involves escalating unresolved tickets, ensuring SLAs are met or exceeded, and generating regular and ad hoc reports. Additionally, you will provide first-level support in dealing with network and system-related incidents or requests.

Key Responsibilities: IT Telecommunication Domain Jobs in Oman

1. Create and resolve trouble tickets using the trouble ticketing system.
2. Escalate tickets that cannot be resolved by the Call Center team.
3. Escalate and assign issues related to back-office applications.
4. Assign escalated issues to a higher level based on the escalation matrix.
5. Ensure SLAs are achieved and client expectations are met or exceeded.
6. Provide first-level technical support for network and system-related incidents or requests.
7. Operate on a 24/7 schedule.
8. Generate regular and ad hoc reports.
9. Create Trouble Tickets (TTs) and escalate any major issues (P1 & P2).

Skills and Qualifications:

• 2 to 7 years of experience in a similar role.
• Bachelor’s degree in IT, computer science, or a related field.
• Certifications: CompTIA A+, ITIL.
• Good knowledge of ITIL.
• Very good knowledge of ticketing systems.