Service Desk Agent - Qatar

Job Overview

We are seeking a skilled Service Desk Analyst to provide first-level IT support remotely from Doha, Qatar. The ideal candidate will handle user queries efficiently via phone, email, or chat, troubleshoot a variety of IT issues, and ensure smooth IT service delivery following standardized ITIL practices.

Key Responsibilities

• Offer initial IT support to end users through multiple communication channels including telephone, email, and chat.
• Accurately log, track, and resolve IT incidents and service requests.
• Diagnose and fix hardware, software, and network problems.
• Refer complex technical problems to specialized support teams promptly.
• Adhere to ITIL frameworks in managing incidents, requests, changes, and problem resolution.
• Maintain comprehensive documentation in ticketing systems and ensure compliance with service level agreements (SLAs).

Candidate Requirements

• Minimum 5 years of experience in IT Service Desk or technical support roles.
• Possession of ITIL Foundation certification is advantageous.
• Proficiency in IT Service Management (ITSM) platforms such as ServiceNow, Jira, or ManageEngine.
• Strong familiarity with Windows operating systems, Microsoft 365 suite, Active Directory, and remote assistance tools.
• Excellent problem-solving abilities alongside effective communication and customer service skills.
• Ability to communicate fluently in two languages.