Service Desk & End User Support Specialist – Qatar

Madre Integrated Engineering; Qatar; On-site; QAR 78,000 - 134,000; Full time

Job summary

Madre Integrated Engineering in Doha, Qatar, seeks a Service Desk & End User Support professional for a one-year assignment. The role requires 3+ years of experience, ITIL and MS 365 certifications, and a degree in CS/IT. Fluency in Arabic and English is essential.

You will support end users, log incidents, and ensure tickets are resolved efficiently. Responsibilities include incident handling, VIP prioritization, and knowledge management.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or equivalent.
• ITIL Foundation certification is required.
• Microsoft 365 certification is required.
• Minimum of three years of helpdesk or service desk experience.
• Fluency in Arabic and English is required.

Responsibilities

• Receive incidents and service requests via multiple channels.
• Log, categorize, and prioritize tickets in the ITSM tool.
• Provide first-level troubleshooting and user support.
• Escalate complex issues to Level 2 within SLAs.
• Communicate progress and outcomes to users.
• Maintain knowledge base with solutions and guidance.
• Prepare reports on ticket volumes, categories, and SLAs.

Skills

IT Support

Incident Management

Arabic-English Communication

Customer Service

Education

Bachelor's in CS/IT

Tools

Microsoft 365 Certification

Job description

Location: Doha, Qatar
Job Category: Information Technology, IT Service Desk, Helpdesk Support, Technical Support, IT Service Management
Contract Duration: 1 Year
Experience Required: Minimum 3 years

Job Overview

Madre Integrated Engineering is seeking a qualified Service Desk & End User Support professional for a one-year opportunity in Doha, Qatar. The role is suitable for IT professionals with at least three years of relevant helpdesk or service desk experience, ITIL Foundation certification, and Microsoft 365 certification.

The successful candidate will provide first-level technical support, receive and manage incidents and service requests, troubleshoot user issues, and maintain accurate ticket records in the IT service management (ITSM) tool. The role also involves prioritizing VIP user requests, escalating unresolved incidents to Level 2 support, keeping users informed, and ensuring tickets are managed through resolution and closure.

Candidates must have a university degree in Computer Science, Information Technology, or an equivalent discipline. Fluency in both Arabic and English, along with strong written and verbal communication skills, is required.

Key Responsibilities

• Receive incidents and service requests through multiple communication channels.
• Provide first-level assistance and log, categorize, and prioritize tickets in the ITSM tool.
• Give high priority to VIP user requests in accordance with service desk procedures.
• Troubleshoot user issues by phone or other approved communication channels.
• Escalate unresolved tickets to Level 2 support within agreed time limits.
• Create problem records when required.
• Manage tickets through resolution and closure while keeping users informed of progress.
• Issue outage notifications when requested.
• Maintain and update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information about 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.

Job Requirements and Qualifications

• University degree in Computer Science, Information Technology, or an equivalent discipline.
• Mandatory ITIL Foundation certification.
• Mandatory Microsoft 365 certification.
• Minimum of three years of relevant helpdesk or service desk experience.
• Fluency in Arabic and English.
• Strong written and verbal communication skills.
• Experience in troubleshooting user issues and managing service desk tickets.
• Ability to prioritize requests, follow escalation procedures, and communicate effectively with end users.

Salary and Benefits

The employer has not specified the salary range or benefits package for this position. Candidates should confirm compensation, allowances, and any additional employment benefits during the recruitment process.

Career Growth and Professional Development

This role provides an opportunity to develop experience in IT service management, incident handling, ticket escalation, knowledge management, user satisfaction, and service-level reporting. Specific training programs, additional certification support, and career progression arrangements have not been specified by the employer.

Job Location and Contract Details

• Location: Doha, Qatar
• Contract Duration: 1 year