Service Desk Analyst (ITSM&ITIL) for Qatar

We are looking for Service Desk Analyst for Qatar location.

If you are available, please send your cv immediately.

Key Responsibilities

• Deliver L0/L1 support via email, phone, or ITSM portal for all IT services.

• Perform initial analysis, diagnostics, and resolution for incidents and known issues.

• Identify and tag VIP users and ensure immediate response to their incidents or service requests.

• Escalate unresolved issues to Level-2 resolver groups, ensuring full documentation of first-level checks.

• Maintain and update the Knowledge Base (SKMS), FAQs, and Service Catalog regularly.

• Track incident lifecycle from logging to closure and ensure SLA compliance.

• Conduct root-cause identification for recurring issues in coordination with Level-2 teams.

• Support Incident, Service Request, Change, and Access Management processes through the ITSM tool.

• Conduct user satisfaction surveys and initiate corrective actions for low ratings.

• Prepare and submit daily, weekly, and monthly incident and KPI reports.

• Communicate in clear and professional English with all authorized users.

Required Technical Knowledge

• Microsoft 365 Administration (Exchange, Teams, OneDrive, SharePoint).

• Active Directory and user access management.

• Endpoint security and antivirus administration.

• VPN connectivity and remote troubleshooting.

• Basic hardware and software troubleshooting.

• Familiarity with ITSM tools (ServiceNow, ManageEngine, or equivalent).

Qualifications and Experience

• Diploma or Bachelor’s Degree in Computer Science, IT, or Engineering.

• Minimum 5 -6 years of experience in IT Service Desk or Technical Support.

• ITIL v4 Foundation certification required.

• SDI Certified Service Desk Analyst (SDA) preferred.

• Excellent verbal and written communication skills in English.

• Strong customer service orientation and teamwork capability.

Job Type: Full-time

Pay: QAR3,000.00 - QAR8,000.00 per month

Experience:

• ITSM tools: 1 year (Preferred)
• Microsoft 365 Administration: 2 years (Preferred)
• Endpoint security and antivirus adm: 2 years (Preferred)
• VPN connectivity and remote troubleshooting: 2 years (Preferred)

License/Certification:

• ITIL (Preferred)