SERVICE DESK AGENTS

Hello,
Greetings from Proztec Qatar! I hope everything is going well with you.

JOB DESCRIPTION

The Service Desk Agent is responsible for providing first-level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. The role focuses on effective communication, quick response times, and accurate ticket handling to meet SLA requirements. The agent will act as the first point of contact for IT-related issues and coordinate with technical teams for resolution.

DUTIES & RESPONSIBILITIES

• Serve as the first point of contact for user support via phone, email, or ticketing system
• Log, track, and manage incidents and service requests using ticketing tools
• Ensure timely response and resolution in line with SLAs
• Perform initial troubleshooting and issue diagnosis
• Escalate complex issues to L2/L3 support teams when required
• Provide regular updates to users on ticket status
• Maintain accurate documentation of issues and resolutions
• Follow ITSM processes including Incident and Request Management
• Ensure high levels of customer satisfaction through effective communication
• Support routine system checks and user assistance

SKILLS & ABILITIES

• Strong communication and customer service skills
• Experience with ticketing tools (ServiceNow, BMC, SummitAI, etc.)
• Basic technical troubleshooting knowledge
• Understanding of ITIL-based support processes
• Ability to handle multiple tickets and prioritize effectively
• Strong problem-solving and user-handling skills

POTENTIAL BACKGROUND

• Minimum 4+ years of experience in Service Desk / IT Support
• Experience in handling end-user support in enterprise environments
• Exposure to high-volume ticketing environments
• Experience working in SLA-driven support roles

CERTIFICATIONS (MANDATORY/PREFERRED)

• ITIL v4 Foundation – Preferred

LANGUAGE REQUIREMENT

• Arabic or Non-Arabic Speaker

WORK LOCATION

• Onshore & Offshore

SOFT SKILLS

• Strong interpersonal and communication skills
• Customer-focused mindset with patience and professionalism
• Ability to work under pressure and meet SLAs
• Proactive and solution-oriented attitude
• High ownership and accountability

If you’re interested or have relevant experience, feel free to share your updated CV.

Job Type: Full-time

Pay: QAR6,000.00 - QAR8,000.00 per month

Work Location: In person