Hayya Call Center L2 Support

Full Time @ Supreme Committee for Delivery & Legacy Sector: Computer, Software & IT
  • Doha, Qatar View on Map
  • Date Posted : July 16, 2022
  • Salary: Negotiable
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About the job

*6-12 month contract based in Doha, QATAR*

Job Summary

Working as part of the Hayya Call Center Support Team the Application Support Analyst will provide L2 application support in accordance with best practice to ensure accurate recording of all reported incidents and service requests that affect IT applications, resulting in timely and effective resolutions within specified service level agreements.

  • Providing software application support under the supervision of the Hayya Call Center Support Manager.
  • Performing analysis on software application functionality and suggesting improvements.
  • Ensuring effective front end and back end functionality of applications.
  • Consulting with the software development teams, peers, and fans to improve application performance.
  • Establishing the root causes of application errors and escalating serious concerns to the development team.
  • Escalating support tickets as necessary to the Development and Consultancy teams
  • Keeping record of configuration changes and scheduling application updates.
  • Documenting processes and monitoring application performance metrics
  • Creation of reference and knowledgebase materials
  • Ensure fan questions and challenges are effectively answered, taking ownership of issues
  • General administration activities of Hayya systems and services
  • Ensuring effective front-end and back-end functionality of Hayya application.
  • Documenting processes and monitoring application performance metrics.
  • Resolving incidents and fulfilling requests raised by fans and ensuring they are resolved/completed in a timely manner with highest degree of customer service

Qualifications, experience and skills

Education and certifications

  • Bachelor’s Degree in Computer Sciences, Information Technology, or related technical field.
  • Minimum 3-5 years’ experience in a Service Desk Background supporting applications preferably with experience in events and sports
  • Awareness. You know about the skill and have an appreciation of how it is applied in the environment.
  • Continual service improvement. You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve processes. You can spot or identify obvious deficiencies.
  • Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
  • Working. You can apply your knowledge and experience of the skill, including tools and techniques. You can adopt those most appropriate for the environment.
  • Availability and capacity management. You know how to manage service components to ensure they meet business needs and performance targets.
  • Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
  • Practitioner. You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.
  • Expert. You have both knowledge and experience in the application of this skill. You are a recognised specialist and adviser in this skill including user needs, generation of ideas, methods, and tools. You can lead or guide others in best-practice use.
  • Confidence to seek support of peers and management as required
  • Highly organized with proven time management and prioritization skills
  • Self-motivated and capable of working in a geographically dispersed team
  • Ability to quickly build rapport and good working relationships with fans
  • Attention to detail
  • Integrity
  • Ability and willingness to learn new concepts and technologies quickly and proactively
  • Pride, passion and commitment
  • Skilled communicator, both written and verbal.
  • Problem solving and solution facilitation.
  • Ability to diagnose and solve application issues.

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