Service Desk Staff
Arab Solutions · Doha
Job description
About the role
Provide Service Desk coverage during business hours, handling user incidents and requests across multiple communication channels.
Key responsibilities
- Receive, log, categorize, and prioritize incidents and service requests in the ITSM tool.
- Assist users in resolving issues over the phone or other channels and escalate when necessary.
- Create problem records and manage tickets throughout their lifecycle.
- Maintain and update the Knowledge Management Database and FAQ.
- Communicate progress to users and send outage notifications as required.
- Identify VIP users and prioritize their requests.
- Conduct user satisfaction surveys and report on results.
- Generate regular Service Desk performance reports (incidents, SLA, KPIs, aging, etc.).
Required profile
- University degree in Computer Science, Information Technology or equivalent.
- ITIL Foundation certification.
- Microsoft 365 certification.
- Minimum 3 years experience in hardware/software help‑desk services.
- Fluent in English and Arabic with strong communication skills.
Required skills
- ITIL Foundation
- Microsoft 365
- ITSM tool usage
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Published 2 days ago
Expires 1 month from now
6 views · 0 interested
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Arab Solutions
Doha