IT Help Desk Officer

About the role

The Help Desk Officer will provide first‑line technical support for a leading financial institution in Doha. The role ensures that IT incidents are logged, monitored and resolved quickly while maintaining high service standards for end users.

Key responsibilities

• Receive, log and resolve IT enquiries and incidents via phone, email and the service portal, providing first‑level support for desktops, laptops, mobile devices, printers and software applications.
• Monitor, track and close support tickets using a help‑desk management tool (e.g., ManageEngine), maintain accurate incident records and prepare regular performance reports.
• Set up and configure end‑user devices, install operating systems, software and security patches, and manage user accounts, passwords and access permissions.
• Identify recurring issues, contribute to knowledge‑base articles and recommend process improvements to reduce outages.
• Coordinate with internal departments, vendors and third‑party providers, and support onboarding, office moves and equipment provisioning.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum 3 years of experience in IT help‑desk or technical support.
• Strong troubleshooting skills for hardware, software and network issues.
• Fluent in English; Arabic highly desirable.

Required skills

• Proficiency with Windows, macOS, iOS and Android operating systems.
• Experience using help‑desk management systems such as ManageEngine.
• Knowledge of computer hardware, peripherals, multi‑vendor printers and Microsoft Office suite.
• Basic understanding of network fundamentals, security protocols and user account management.
• Familiarity with remote support and asset‑management tools.