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: QAR8,000\.00 \- QAR16,000\.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)