Service Desk Agent (L1) – Doha

About the role

We are looking for a Service Desk Agent (Level 1) to be the primary point of contact for users in Doha, handling incidents and service requests via phone, email and self‑service portal. The role involves logging tickets, providing first‑level resolution, and ensuring high‑priority support for VIP users.

Key responsibilities

• Act as the single point of contact for users by phone, email and self‑service portal.
• Log, categorize and prioritize all tickets in the ITSM tool, and manage each ticket until it is closed.
• Resolve incidents and service requests at first level, and escalate to Level 2 support when needed.
• Keep users informed of ticket progress, and give VIP users high priority.
• Update the knowledge base and FAQs, run user satisfaction surveys and prepare service desk reports.

Required profile

• University degree in Computer, Information Technology or equivalent.
• ITIL Foundation certified.
• Microsoft 365 certified.
• At least 3 years of experience in hardware/software helpdesk services.
• Good communication skills.
• Fluent in English and Arabic.

Required skills

• ITIL Foundation
• Microsoft 365
• Hardware/software helpdesk
• ITSM tool usage
• Application and system support
• Business requirements analysis