24/7 IT Help Desk Specialist — Remote & Bilingual

Confidential; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

Confidential in Doha is seeking a seasoned IT Service Desk analyst to be the first point of contact for end-users, handling requests across phone, email, live chat, and chatbot, and ensuring timely resolution.

The role requires a minimum of 5 years in IT service desk, ITIL certification, experience with ITSM platforms, and the ability to work rotating 24x7 shifts while maintaining professional conduct and data protection.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 5 years of relevant IT service desk experience.
• ITIL certification (Foundation or higher).
• Experience with ITSM platforms such as SMAX preferred.
• Experience in a 24x7 shift-based support environment preferred.

Responsibilities

• Respond to user inquiries through phone, email, live chat, and chatbot.
• Log, prioritize, track, and update incidents and service requests in ITSM.
• Validate user information before acting or escalation.
• Provide remote support to diagnose and resolve issues.
• Escalate unresolved issues and follow up until closure.
• Ensure issues are resolved and confirmed with users before closing tickets.
• Maintain IT knowledge base with guides and FAQs.
• Provide initial guidance on IT products and services.
• Document software issues and coordinate follow-ups on fixes.
• Maintain professionalism and data protection standards.

Skills

Excellent communication

Customer-focused

Active listening

Ticket triage

Remote support

Education

Bachelor's degree in IT or related field

Tools

SMAX ITSM

Job description

Confidential in Doha is seeking a seasoned IT Service Desk analyst to be the first point of contact for end-users, handling requests across phone, email, live chat, and chatbot, and ensuring timely resolution.

The role requires a minimum of 5 years in IT service desk, ITIL certification, experience with ITSM platforms, and the ability to work rotating 24x7 shifts while maintaining professional conduct and data protection.