Service Help Desk- Tier 1

Madre Integrated Engineering; Doha; On-site; QAR 60,000 - 80,000; Full time

Job summary

Madre Integrated Engineering is seeking a capable IT Help Desk professional to provide first-line support for incidents and service requests in Doha. You will log, prioritize, and resolve tickets, escalating when needed, while ensuring SLAs are met.

The role requires 2–5 years of service desk experience, strong Windows/365/AD knowledge, basic networking, and effective communication in English. Arabic is an advantage in a dynamic team environment.

Qualifications

• 2–5 years of Service Desk / IT Help Desk experience.
• Good knowledge of Windows, Microsoft 365, AD, and basic networking.
• Experience with IT ticketing systems and incident management.
• Basic understanding of ITIL and SLA processes.
• Strong troubleshooting and customer-service skills; good English communication; Arabic is an advantage.

Responsibilities

• Provide first-line IT support for incidents and service requests.
• Log, prioritize, troubleshoot, resolve, and elevate tickets within SLA timelines.
• Support users with hardware, software, Microsoft 365, and basic network issues.
• Maintain clear ticket updates and communicate resolution status to users.
• Escalate complex issues to higher-level support teams when required.
• Maintain accurate documentation and knowledge-base records.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

ITIL knowledge

SLA understanding

Troubleshooting

Customer service

English communication

Tools

IT ticketing systems

Job description

Madre Integrated Engineering | Full time

• Provide first-line IT support for incidents and service requests.
  
• Log, prioritize, troubleshoot, resolve, and elevate tickets within SLA timelines.
  
• Support users with hardware, software, Microsoft 365, and basic network issues.
  
• Maintain clear ticket updates and communicate resolution status to users.
  
• Escalate complex issues to higher-level support teams when required.
  
• Maintain accurate documentation and knowledge-base records.
  

Requirements

Requirements

• 2-5 years of relevant Service Desk / IT Help Desk experience.
  
• Good knowledge of Windows, Microsoft 365, Active Directory, and basic networking.
  
• Experience with IT ticketing systems and incident management.
  
• Basic understanding of ITIL and SLA processes.
  
• Strong troubleshooting, problem-solving, and customer-service skills.
  
• Good verbal and written communication skills in English; Arabic is an advantage.