Service Desk & End User Support

Madre Integrated Engineering; Doha; On-site; QAR 89,000 - 134,000; Full time

Job summary

Madre Integrated Engineering is seeking a full-time Helpdesk/Service Desk professional to handle incidents and requests across channels, log and prioritize tickets, and provide first-line support. The role requires 3+ years of experience and ITIL and MS 365 certifications, with fluent Arabic and English communication.

You will troubleshoot, escalate to L2 when needed, maintain knowledge bases, and prepare SLA/KPI reports, ensuring timely resolutions and user satisfaction.

Qualifications

• University degree in Computer Science or Information Technology.
• ITIL Foundation certification.
• Microsoft 365 certification.
• Minimum 3 years of relevant Helpdesk or Service Desk experience.
• Fluent in Arabic and English with strong written and verbal communication skills.

Responsibilities

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize tickets in the ITSM tool, giving high priority to VIP users.
• Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required.
• Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
• Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
• Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

Skills

Arabic (fluent)

English (fluent)

Education

University degree in Computer Science or Information Technology

ITIL Foundation certification

Microsoft 365 certification

Job description

Madre Integrated Engineering | Full time

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.
• Troubleshoot user issues by phone or other approved channels, escalation unresolved tickets to L2 support within agreed time limits, and create problem records when required.
• Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
• Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
• Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

Requirements

• University degree in Computer Science or Information Technology
• Must have * ITIL Foundation certification * .
• Must have * Microsoft 365 certification. *
• * Minimum 3 years of relevant Helpdesk or Service Desk experience. *
• Fluent in both * Arabic and English, * with strong written and verbal communication skills.