IT Service Desk & Dispatch Coordinator — SLA-Focused

Madre Integrated Engineering; Doha; On-site; QAR 60,000 - 110,000; Full time

Job summary

Madre Integrated Engineering in Doha is seeking a full-time Service Desk Coordinator to receive assigned service tickets and coordinate technician dispatch.

You will track acknowledgements and SLA timelines, follow up on ageing tickets, and maintain clear communication with TOC and affected departments during incidents.

This role requires a diploma in IT, at least four years' service-desk or dispatch experience, and the ability to operate calmly in a high-volume 24x7 environment.

Qualifications

• Diploma in IT or related discipline.
• Minimum 4 years of experience in service desk or dispatch coordination.
• Previous service-desk or technical dispatch experience.
• Strong communication and coordination skills.
• Good understanding of SLA-based service environments.
• Ability to work calmly in a high-volume 24x7 operation.
• Ability to meet airport security and operational compliance requirements.

Responsibilities

• Receive assigned service tickets and coordinate technician dispatch.
• Track ticket acknowledgements and SLA timelines.
• Follow up on ageing and pending tickets.
• Maintain communication with TOC and affected departments during incidents.
• Support service reporting through the ITSM system.
• Coordinate access permissions and work permits for dispatched technicians.
• Ensure timely and efficient ticket handling and technician deployment.

Skills

Strong communication

Coordination

SLA awareness

24x7 operations

Security/compliance

Education

Diploma in IT or related discipline

Job description

Madre Integrated Engineering in Doha is seeking a full-time Service Desk Coordinator to receive assigned service tickets and coordinate technician dispatch.

You will track acknowledgements and SLA timelines, follow up on ageing tickets, and maintain clear communication with TOC and affected departments during incidents.

This role requires a diploma in IT, at least four years' service-desk or dispatch experience, and the ability to operate calmly in a high-volume 24x7 environment.