Helpdesk Agent (Call Center Agent)

About the role

Madre Integrated Engineering is hiring a Helpdesk Agent (Call Center Agent) in Doha. The agent is the first point of contact for users needing IT support, working by phone, email, live chat and ticketing channels.

Key responsibilities

• Dialogue and resolve technical issues and provide remote troubleshooting support.
• Log incidents and service requests accurately and maintain complete ticket documentation.
• Escalate unresolved problems to the appropriate technical teams.
• Follow ITIL-aligned processes and deliver professional customer service.
• Support users with common applications, systems and workplace technology.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field.
• Minimum 5 years of experience in IT Helpdesk, Service Desk, Call Center IT Support or User Support.
• Fluent Arabic and English, written and spoken.
• Willingness to work rotational shifts, including nights, weekends and public holidays.

Required skills

• Strong knowledge of Windows, Microsoft Office 365, Microsoft Teams, Microsoft Edge and desktop troubleshooting.
• Experience with ITSM or ticketing systems; SMAX experience preferred.
• Ability to diagnose hardware, software, access, connectivity and application issues remotely.
• Incident logging, ticket prioritization, escalation and follow-up skills.
• Excellent telephone etiquette and customer service, and ability to stay calm with urgent or difficult situations.
• ITIL certification is mandatory.