Information Technology Help Desk

Employment; Doha; On-site; QAR 60,000 - 120,000; Full time

Job summary

Employment is seeking an experienced IT Service Desk professional to be the first point of contact for end-users, handling requests via phone, email, live chat, and chatbot. You will log, prioritize, and track incidents in the ITSM system and provide remote diagnostics to resolve issues.

The role requires a Bachelor's degree in IT and at least 5 years of relevant experience, with ITIL certification preferred and a comfort with rotating shifts, nights, weekends, and holidays.

Qualifications

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

Responsibilities

• 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.
• 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.
• 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

Skills

Communication

Telephone etiquette

Active Directory

MS Office/365

ITSM

Remote support

Incident triage

Ticket documentation

Education

Bachelor's degree in IT

Tools

SMAX

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.