Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa. For our employees, this means working in a team committed to service excellence and continual innovation in a fast\-paced and dynamic work environment. We’re looking for passionate, self\-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you. If you have any inquiries, please contact **recruit@meeza.net** **WHAT CAN MEEZA OFFER YOU?*** **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.** * **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.** * **MEEZA is playing a key role in the transformation of Qatar into a knowledge\-based society which means our employees can make a real impact.** * **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.** * **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.** * **MEEZA offers market\-leading benefits packages.** **IMPORTANT STEPS TO FOLLOW:*** **Kindly submit your applications only against those positions where your skills and expertise match our requirements.** * **Applications that are submitted without a Job Title (Position) in the subject cannot be processed.** The primary responsibilities of the Service Desk Analyst **Functional Responsibilities:** * Ensure full availability of Service Desk telephone, email, and other channels of support during their shift. * Provide telephone and email support for clients and users. * Proactively monitor support mailboxes and log in to the system. * Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool. * Create, document, and review work instructions to help deal with similar incidents and requests. * Take full ownership of all open Incidents and Service Requests and update them daily at a minimum. * Support Workplace Services in providing remote support to resolve users’ issues. Educate endusers on technology best practices, self\-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents. * Maintain accurate and up\-to\-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team. * Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services. * Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA’s overall business success and customer satisfaction. ### **Knowledge, Skills \& Experience** **Academic \& Professional Qualifications:** * Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent. Experience: * 3\-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment. **Skills and Requirements:** * Strong problem\-solving abilities to diagnose and resolve customer issues. * Excellent written and verbal communication skills, with a keen focus on effective customer service. * Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high\-quality support to clients. * Hands\-on experience with Microsoft Operating Systems and the Office suite. * Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration. * Knowledge of IT Service Management principles, ITIL V4 Foundation certification. * Knowledge of fundamental IT security principles. * Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset. * Proficiency in Microsoft Active Directory, Exchange, and O365\. * Preferred: Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands\-on experience. * Preferred: Familiarity with various network systems, including CISCO IPT, VPN services, and basic first\-level network troubleshooting skills. * Preferred: Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.