Service Desk & End User Support
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Summary
Level 1 service desk role in Doha providing remote, phone, email, and on-site IT support to end users. Day to day involves troubleshooting Windows, Microsoft 365, and hardware, resolving ITSM tickets within SLAs, managing user accounts, and following ITIL processes.
Service Desk & End User Support
Responsibilities
- Receive, log, categorize, prioritize, and manage incidents and service requests through the ITSM system.
- Provide Level 1 remote, telephone, email, and on-site technical support to end users.
- Troubleshoot Windows operating systems, Microsoft 365, Outlook, applications, and user-access issues.
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripherals.
- Diagnose basic network, Wi-Fi, VPN, email, hardware, software, and connectivity problems.
- Resolve tickets within agreed SLA timelines and escalate unresolved issues to Level 2 support.
- Support user-account setup, password resets, access permissions, and employee onboarding or offboarding.
- Maintain hardware and software inventory, updates, patches, antivirus, and asset records.
- Provide priority technical assistance to VIP users and critical business functions.
- Create knowledge-base articles, troubleshooting guides, incident reports, and service-performance reports.
- Inform users about service outages, ticket progress, resolutions, and planned maintenance.
- Follow ITIL processes, information-security requirements, and organizational support procedures.
Requirements
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Information Systems, or equivalent.
- Minimum 3–4 years of relevant service desk, helpdesk, desktop, or end-user support experience.
- ITIL Foundation certification is required or strongly preferred.
- Microsoft 365 certification and practical support experience are preferred.
- CompTIA A+ and CCNA certifications are advantageous.
- Strong knowledge of Windows, Microsoft Office, Outlook, Active Directory, and Microsoft 365.
- Experience supporting desktops, laptops, printers, scanners, mobile devices, and other peripherals.
- Familiarity with ITSM tools, incident management, service requests, SLA monitoring, and ticket escalation.
- Basic knowledge of TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network troubleshooting.
- Good understanding of cybersecurity, antivirus, patch management, access control, and data protection.
- Strong communication, customer-service, documentation, and problem-solving skills.
- Ability to work under pressure, manage multiple tickets, and provide professional VIP support.
- Fluency in both Arabic and English is required.
Interested candidates can send cv to 31313903/ bency@madre-me.com