Senior IT Service Desk Specialist

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

Job summary

Arab Solutions in Doha is seeking a Service Desk Staff to provide coverage during business hours, log and categorize tickets, and assist users via phone and chat.

You will escalate unresolved issues to L2, maintain knowledge bases and FAQ, and provide regular reports on incidents, service requests, SLAs, and KPIs. Fluency in English and Arabic, ITIL Foundation, and Microsoft 365 certification are required.

Qualifications

• University degree in Computer/IT or equivalent.
• ITIL Foundation certified.
• Microsoft 365 Certified.
• At least 3 years of experience in hardware/software helpdesk services.
• Expert in supporting applications and systems and analyzing business requirements.

Responsibilities

• Provide Service Desk coverage during business hours.
• Receive incidents/requests via multiple channels and log in ITSM tool.
• Log, categorize, and prioritize tickets; assist users via phone or other channels.
• Escalate incidents to L2 when needed; create problem records.
• Close and document incidents/requests; maintain knowledge base and FAQ.
• Provide ongoing updates to users and generate service reports.

Skills

Communication

English & Arabic

Helpdesk experience

Problem solving

Education

University degree in IT

ITIL Foundation Certified

Microsoft 365 Certified

Tools

Microsoft 365

Job description

Arab Solutions in Doha is seeking a Service Desk Staff to provide coverage during business hours, log and categorize tickets, and assist users via phone and chat.

You will escalate unresolved issues to L2, maintain knowledge bases and FAQ, and provide regular reports on incidents, service requests, SLAs, and KPIs. Fluency in English and Arabic, ITIL Foundation, and Microsoft 365 certification are required.