IT Help Desk Officer – First‑line Support

About the role

The organization seeks an IT Help Desk Officer to deliver first‑line technical support to bank employees. The role focuses on rapid incident resolution, service request handling, and maintaining high service quality in line with SLA commitments.

Key responsibilities

• Provide L1/L2 support for desktops, laptops, printers, Windows, Microsoft 365, email, VPN and basic network issues.
• Troubleshoot hardware, software, LAN/Wi‑Fi, connectivity and end‑user problems.
• Log, prioritize, track and resolve incidents using ITSM/ticketing tools.
• Support Active Directory tasks such as password resets, user access and account management.
• Escalate complex issues to Infrastructure, Network, Applications and Cybersecurity teams.
• Deliver on‑site support at bank branches or offices when required.
• Maintain incident records, knowledge‑base documentation and troubleshooting procedures.
• Follow ITIL/ITSM processes, security policies and SLA requirements.

Required profile

• 2–4 years of experience in IT Help Desk, Service Desk or Desktop Support.
• Bachelor’s degree or Diploma in IT, Computer Science or a related field.
• Hands‑on experience with ITSM/Ticketing systems.
• ITIL Foundation certification or training (mandatory).
• Valid Qatar driving licence (mandatory).
• Good English communication skills.
• Banking or financial services experience is preferred.

Required skills

• Windows operating system.
• Microsoft 365 suite.
• Hardware troubleshooting (desktop, laptop, printer).
• Basic networking concepts, LAN/Wi‑Fi and VPN.
• Active Directory administration.
• ITSM/Ticketing tools usage.
• ITIL process knowledge.