Service Desk Engineer

Description

Summary: This role involves providing first-line technical support to end users, managing incidents and service requests, and contributing to knowledge sharing in a 24x7 rotating shift environment. Highlights: 1. Provide first-line technical support and manage incidents effectively. 2. Resolve incidents within agreed SLAs and contribute to knowledge base. 3. Support VIP users and coordinate with onsite engineers. **Role Description** ● Provide first\-line technical support to end users through the approved communication channels. ● Receive, log, categorize, prioritize, and manage incidents and service requests using the ITSM system. ● Perform first\-level troubleshooting and resolve incidents within the agreed SLA. ● Resolve approximately 85% of incidents and service requests at the Service Desk level (First Contact Resolution) in accordance with the agreed SLA, Knowledge Base, and support procedures. ● Escalate unresolved incidents and service requests to the appropriate support teams. ● Maintain accurate and complete ticket documentation throughout the incident lifecycle. ● Provide timely updates to users on the status of their incidents and service requests. ● Ensure compliance with Incident Management and Request Fulfilment processes. ● Support VIP users in accordance with the agreed service procedures. ● Coordinate with Onsite Support Engineers for incidents requiring physical intervention. ● Monitor ticket queues and ensure timely response and resolution within SLA targets. ● Participate in knowledge sharing and contribute to the Knowledge Base. ● Ensure proper shift handover by documenting outstanding incidents and operational updates. ● Must be willing to work 24×7 rotating shifts (Morning, Evening, and Night), including weekends and public holidays, based on operational requirements. ● Maintain continuous service availability and ensure seamless support coverage across all operational shifts. **Minimum Requirements** ● Diploma or Bachelor's degree in IT or Computer Science. ● ITIL Foundation certification is required. ● Minimum 5 years of Service Desk experience. ● Experience with ITSM tools. ● Good knowledge of Windows operating systems, Microsoft Office, Outlook, Active Directory, and remote support tools. ● Strong customer service and communication skills. ● Experience working within enterprise or government environments is highly preferred. ● Experience delivering IT Managed Services is preferred. ● Strong communication and interpersonal skills. ● Ability to work in a 24×7 shift environment where applicable. ● Experience with ITIL processes and ITSM platforms. ● Candidates currently based in Qatar. ● Arabic language skills are considered an advantage where applicable **Salary is negotiable based on experience and skills** Pay: From QAR6,000\.00 per month Experience: * Service Desk : 5 years (Required) Language: * Arabic (Required) License/Certification: * ITIL Foundation certification (Required) Location: * Qatar (Required) Work Location: In person