Job Description

We are looking for Service Desk Analyst for Qatar location.

If you are available, please send your cv immediately.

Key Responsibilities

Deliver L0/L1 support via email, phone, or ITSM portal for all IT services. Perform initial analysis, diagnostics, and resolution for incidents and known issues. Identify and tag VIP users and ensure immediate response to their incidents or service requests. Escalate unresolved issues to Level-2 resolver groups, ensuring full documentation of first-level checks. Maintain and update the Knowledge Base (SKMS), FAQs, and Service Catalog regularly. Track incident lifecycle from logging to closure and ensure SLA compliance. Conduct root-cause identification for recurring issues in coordination with Level-2 teams. Support Incident, Service Request, Change, and Access Management processes through the ITSM tool. Conduct user satisfaction surveys and initiate corrective actions for low ratings. Prepare and submit daily, weekly, and monthly incident and KPI reports. Communicate in clear and professional English with all authorized users.
Required Technical Knowledge

Microsoft 365 Administration (Exchange, Teams, OneDrive, SharePoint). Active Directory and user access management. Endpoint security and antivirus administration. VPN connectivity and remote troubleshooting. Basic hardware and software troubleshooting. Familiarity with ITSM tools (ServiceNow, ManageEngine, or equivalent).
Qualifications and Experience

Diploma or Bachelor's Degree in Computer Science, IT, or Engineering. Minimum 5 -6 years of experience in IT Service Desk or Technical Support. ITIL v4 Foundation certification required. SDI Certified Service Desk Analyst (SDA) preferred. Excellent verbal and written communication skills in English. Strong customer service orientation and teamwork capability.
Job Type: Full-time

Pay: QAR3,000.00 - QAR8,000.00 per month

Experience:

ITSM tools: 1 year (Preferred) Microsoft 365 Administration: 2 years (Preferred) Endpoint security and antivirus adm: 2 years (Preferred) VPN connectivity and remote troubleshooting: 2 years (Preferred)
License/Certification:

* ITIL (Preferred)