Information Technology Help Desk

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

Act as the first point of contact for end-users, receiving, logging, troubleshooting, and resolving IT service requests and incidents through phone, email, live chat, chatbot, and other approved channels.

Key Responsibilities

• Respond to user inquiries through phone, email, live chat, and chatbot.
• Log, prioritize, track, and update incidents and service requests in the ITSM ticketing system.
• Validate user and request information before taking action or escalating.
• Provide remote support to diagnose and resolve technical issues.
• Escalate unresolved issues to the appropriate support or specialist team and follow up until closure.
• Ensure issues are resolved and confirmed with users before ticket closure.
• Maintain and contribute to the IT knowledge base, including troubleshooting guides, FAQs, and known issues.
• Provide initial guidance and support to users on IT products and services.
• Document software-related issues and coordinate follow-up on reported fixes.
• Maintain professionalism, confidentiality, and data protection standards when handling user information.

Work Schedule

24x7x365 shift rotation, including weekends and public holidays.

Minimum Qualifications & Experience

• Bachelor's degree in IT or a related field.
• Minimum of 5 years of relevant experience in IT service desk, call center, or user support.
• Experience with an ITSM ticketing platform such as SMAX or equivalent is highly preferred.
• Experience in a 24x7 shift-based support environment is preferred.

Mandatory Certification

• Valid, accredited ITIL certification (ITIL Foundation or higher).

Core Skills & Competencies

• Strong verbal and written communication skills.
• Professional and customer-focused telephone manner.
• Working knowledge of desktop operating systems, MS Office/365, Active Directory, and common enterprise applications.
• Ability to triage and prioritize incidents.
• Strong active listening and problem-solving skills.
• Accurate and detailed ticket documentation.
• Basic proficiency in remote support tools.
• Ability to work rotating shifts, including nights, weekends, and public holidays.

Language Requirement

• Arabic and English bilingual proficiency is highly preferred.
• Professional-level speaking, reading, and writing skills in both languages are required.