Service Desk Analyst

Salary; Doha; Hybrid; QAR 67,000 - 112,000; Full time

Job summary

Salary is seeking a Service Desk Analyst to deliver first-line technical support to end users, handling incidents and service requests. You will troubleshoot IT issues, provide remote assistance, and document knowledge to improve service delivery.

The role supports remote users, follows SLAs, and participates in continuous improvement activities within the service desk team. A relevant IT degree and 3–4 years’ experience are preferred.

Qualifications

• Bachelor's degree in CS/IS/Engineering or related field.
• 3–4 years IT Service Desk or Remote Support experience.
• Experience in IT Service Providers or Managed Services.
• ITIL v4 Foundation knowledge preferred.
• Familiarity with HP/Micro Focus Service Manager is a plus.

Responsibilities

• Provide first-line technical support via phone, email, and remote tools.
• Log, track, resolve, or escalate incidents and service requests per SLA.
• Own assigned tickets and provide regular updates until closure.
• Monitor and manage service desk channels and tickets.
• Create and maintain knowledge base articles and guides.

Skills

Active Directory

Exchange

Azure

Microsoft 365

Windows OS

Office Suite

VPN

Networking

IT security

ITIL v4

Education

Bachelor's degree in Computer Science/IS/Engineering

Bachelors in Computer Applications

BTech in Computers

BSc in Computers

Tools

HP/Micro Focus Service Manager

Cisco network tools

Job description

Education Bachelors in Computer Application(Computers), Bachelor of Technology/Engineering(Computers), Bachelor of Science(Computers)

Category Information Technology

Industry Information Technology and Services

Job Description

he Service Desk Analyst is responsible for providing first-line technical support to end users, managing incidents and service requests, troubleshooting IT issues, and ensuring timely resolution while maintaining high levels of customer satisfaction. The role supports remote users, monitors service desk channels, and maintains accurate documentation to ensure efficient IT service delivery.

Key Responsibilities

Service Desk Operations

• Provide technical support via phone, email, and remote support tools.
• Monitor and manage service desk mailboxes, tickets, and support channels.
• Log, track, resolve, or escalation incidents and service requests according to SLA requirements.
• Take ownership of assigned tickets and provide regular updates until closure.
• Ensure availability of service desk communication channels during assigned shifts.

Technical Support

• Support Microsoft Windows operating systems and Microsoft Office applications.
• Administer and troubleshoot Active Directory, Exchange, Azure, and Microsoft 365 environments.
• Provide remote support for workplace services and end-user devices.
• Assist with basic network troubleshooting, VPN connectivity, and related issues.

Documentation & Knowledge Management

• Create and maintain knowledge base articles, troubleshooting guides, and work instructions.
• Document solutions and share knowledge within the service desk team.
• Educate end users on best practices, self-service tools, and preventive measures.

Compliance & Process Adherence

• Follow company policies, IT service management procedures, and operational standards.
• Ensure compliance with health, safety, security, and environmental requirements.
• Participate in knowledge transfer activities and support continuous service improvement initiatives.

Requirements

Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.

Experience

• 3–4 years of experience in IT Service Desk, Help Desk, or Remote Support roles.
• Experience working within an IT Service Provider or Managed Services environment.

Technical Skills

• Microsoft Active Directory, Exchange, Azure, and Microsoft 365 administration.
• ITSM tools (preferably HP/Micro Focus Service Manager).
• ITIL v4 Foundation knowledge.
• Basic IT security principles.
• Windows OS and Microsoft Office Suite support.
• Basic networking, VPN, and CISCO environment troubleshooting.

Desired Candidate Profile

Preferred Certifications

• ITIL Foundation
• Microsoft Certifications (M365, Azure Fundamentals)