Doha Service Desk & End User Support Specialist

Madre Integrated Engineering; Qatar; On-site; QAR 78,000 - 134,000; Full time

Job summary

Madre Integrated Engineering in Doha, Qatar, seeks a Service Desk & End User Support professional for a one-year assignment. The role requires 3+ years of experience, ITIL and MS 365 certifications, and a degree in CS/IT. Fluency in Arabic and English is essential.

You will support end users, log incidents, and ensure tickets are resolved efficiently. Responsibilities include incident handling, VIP prioritization, and knowledge management.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or equivalent.
• ITIL Foundation certification is required.
• Microsoft 365 certification is required.
• Minimum of three years of helpdesk or service desk experience.
• Fluency in Arabic and English is required.

Responsibilities

• Receive incidents and service requests via multiple channels.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Provide first-level troubleshooting and user support.
• Escalate complex issues to Level 2 within SLAs.
• Communicate progress and outcomes to users.
• Maintain knowledge base with solutions and guidance.
• Prepare reports on ticket volumes, categories, and SLAs.

Skills

IT Support

Incident Management

Arabic-English Communication

Customer Service

Education

Bachelor's in CS/IT

Tools

Microsoft 365 Certification

Job description

Madre Integrated Engineering in Doha, Qatar, seeks a Service Desk & End User Support professional for a one-year assignment. The role requires 3+ years of experience, ITIL and MS 365 certifications, and a degree in CS/IT. Fluency in Arabic and English is essential.

You will support end users, log incidents, and ensure tickets are resolved efficiently. Responsibilities include incident handling, VIP prioritization, and knowledge management.