Job Description

Service Desk Analyst (Bilingual Arabic/English) - Urgent Local Hire - Proztec

Company:

Proztec

Location:

Doha, Qatar (On-site)

Job Type:

Full-time (or specify "Contract" if it's a fixed-term contract)

Salary:

[Consider adding a competitive salary range or "Competitive, based on experience"]

Job Summary:

Proztec is

urgently

seeking a highly motivated and customer-focused

Bilingual (Arabic & English) Service Desk Analyst

to join our dynamic Service Operations team in Doha, Qatar. This is a critical on-site role responsible for providing exceptional technical support to end-users, managing incidents, troubleshooting technical issues, and ensuring timely resolutions to maintain high levels of customer satisfaction. If you're a local Qatari resident with a passion for IT support and a strong command of both Arabic and English, we encourage you to apply immediately!

Key Responsibilities:

Provide first-line technical support via telephone, email, and other communication channels during your shift. Proactively monitor support mailboxes and system logs for incoming issues. Log, resolve, and escalate customer-reported incidents and service requests using our service desk tool. Take full ownership of all open incidents and service requests, ensuring daily updates. Create, document, and review work instructions to aid in efficient issue resolution and knowledge sharing. Support remote users and educate end-users on technology best practices and self-help resources. Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides. Ensure all service desk operations align with strategic business objectives, minimizing downtime and enhancing user productivity.

What We're Looking For:

Nationality:

Local Qatari candidates only.

Language:

Fluency in both

Arabic and English is mandatory.

Education:

Bachelor's degree in Computer Science, Information Systems, Engineering, or an equivalent field.

Experience:

3-4 years of hands-on experience delivering remote IT support, preferably within an IT Service Provider environment.

Technical Expertise (Mandatory):

Microsoft Operating Systems and Office Suite Microsoft Active Directory administration Microsoft Exchange administration Microsoft Azure administration Microsoft O365 administration

Skills:

Strong problem-solving abilities to diagnose and resolve technical issues efficiently. Excellent written and verbal communication skills with a strong focus on customer service. Customer-oriented mindset, meticulous attention to detail, empathy, and patience. Knowledge of IT Service Management principles (ITIL V4 Foundation certification is a plus). Knowledge of fundamental IT security principles. Experience with ITSM tools (HP/Microfocus Service Manager is an asset).

Preferred Certifications/Experience:

MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, CCNP (with practical experience). Familiarity with network systems (CISCO IPT, VPN services) and basic first-level network troubleshooting. Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security.

About Proztec:

Proz Technologies (PROZTEC) is a leading specialist and a reputed firm in Information and Communications Technology (ICT) with a headcount of 300+ employees based in Doha, Qatar. We are committed to delivering innovative solutions and maintaining high levels of client satisfaction. Join our collaborative and high-performance team in a tax-free country!

Job Types: Full-time, Permanent

Pay: QAR4,000.00 - QAR5,000.00 per month