Service Desk Analyst - ITIL Certified & 3+ Years

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

Job summary

Arab Solutions in Doha, Qatar is seeking a Service Desk Staff to provide coverage during business hours, handling incidents and requests via multiple channels. The role requires ITIL Foundation and Microsoft 365 certifications, with at least 3 years in hardware/software helpdesk, and fluency in English and Arabic.

The successful candidate will log and escalate tickets in the ITSM tool, create problem records, and keep users informed of progress while contributing to knowledge base updates and

Qualifications

• University degree in Computer Science, Information Technology, or equivalent.
• ITIL Foundation certification is mandatory.
• Microsoft 365 certification is required.
• At least 3 years of experience in hardware/software helpdesk services.
• Excellent communication skills; fluent in English and Arabic.

Responsibilities

• Provide Service Desk coverage during business hours.
• Receive and log incidents/requests via multiple channels.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Assist users in resolving incidents or service requests over the phone or other channels.
• Escalate incidents/requests not resolved within SLAs to L2 support teams.
• Create Problem records when required.
• Close resolved incidents and requests; manage tickets through lifecycle.
• Provide updates to Knowledge Management Database and FAQ.
• Communicate progress of incidents/service requests to users.
• Identify VIP users and prioritize their requests.
• Conduct and report on User Satisfaction Surveys and implement improvements.

Skills

English proficiency

Arabic proficiency

Good communication

Education

ITIL Foundation Certified

Microsoft 365 Certified

Bachelor's degree in Computer Science/IT

Job description

Arab Solutions in Doha, Qatar is seeking a Service Desk Staff to provide coverage during business hours, handling incidents and requests via multiple channels. The role requires ITIL Foundation and Microsoft 365 certifications, with at least 3 years in hardware/software helpdesk, and fluency in English and Arabic.

The successful candidate will log and escalate tickets in the ITSM tool, create problem records, and keep users informed of progress while contributing to knowledge base updates and