Service Desk & End User Support

Madre Integrated Engineering; Doha; On-site; QAR 112,000 - 201,000; Full time

Job summary

Madre Integrated Engineering is seeking an experienced Helpdesk professional to handle incidents and service requests, logging and prioritizing tickets in the ITSM tool. You will troubleshoot issues, escalate to L2 when needed, and keep users informed of progress.

The role requires ITIL and Microsoft 365 certifications, a university degree in CS/IT, and at least 3 years of helpdesk experience, with fluency in Arabic and English for clear communication.

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, log, categorize, and prioritize tickets in the ITSM tool.
• Troubleshoot user issues by phone or approved channels; escalate to L2 support when unresolved.
• Manage tickets through to resolution and closure; issue outage notifications when requested.
• Continuously update the knowledge management database and FAQs with solutions and guidance.
• Conduct user satisfaction surveys, report findings, and prepare SLA/KPI reports.

Skills

Helpdesk experience

Arabic

English

Problem solving

Education

University degree in Computer Science or Information Technology

Tools

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.