Service Desk Agent

Employment; Doha; On-site; QAR 60,000 - 100,000; Full time

Job summary

Employment in Doha, Qatar is seeking a Service Desk Analyst to provide first-level IT support to users via phone, email, or chat, and to log, track, and resolve incidents and requests.

The role requires strong knowledge of Windows, Microsoft 365, Active Directory, and remote support tools, with ITIL-based incident and change management and a focus on meeting SLAs.

Qualifications

• 5+ years of experience in IT Service Desk or Technical Support.
• ITIL Foundation Certification is a plus.
• Experience with ITSM tools such as ServiceNow, Jira, or Manage Engine.
• Strong knowledge of Windows, Microsoft 365, Active Directory, and remote support tools.
• Bilingual

Responsibilities

• Provide first-level IT support to users via phone, email, or chat.
• Log, track, and resolve IT incidents and service requests.
• Troubleshoot hardware, software, and network issues.
• Escalate complex issues to the appropriate support team.
• Follow ITIL processes for Incident, Request, Change, and Problem Management.
• Maintain accurate ticket documentation and ensure SLA compliance.

Skills

Troubleshooting

Communication

Customer service

Remote support

Bilingual

Tools

ServiceNow

Jira

ManageEngine

Job description

Job Description – Service Desk Analyst (SDA) Role: Service Desk Analyst Responsibilities Provide first-level IT support to users via phone, email, or chat. Log, track, and resolve IT incidents and service requests. Troubleshoot hardware, software, and network issues. Escalate complex issues to the appropriate support team. Follow ITIL processes for Incident, Request, Change, and Problem Management. Maintain accurate ticket documentation and ensure SLA compliance. Requirements5+ years of experience in IT Service Desk or Technical Support. ITIL Foundation Certification is a plus Experience with ITSM tools such as Service Now, Jira, or Manage Engine. Strong knowledge of Windows, Microsoft 365, Active Directory, and remote support tools. Good troubleshooting, communication, and customer service skills. Bilingual