Job Summary
The Help Desk Specialist will serve as the first point of contact for IT-related issues and service requests across a large-scale public-sector project in Qatar. The role is responsible for delivering timely, professional, and user-focused support to ensure continuity of IT services across facilities and offices.
Key Responsibilities
- Act as the primary contact for IT support requests via phone, email, and ticketing systems.
- Log, track, and manage incidents and service requests in accordance with defined SLAs.
- Provide first-line troubleshooting for hardware, software, network connectivity, and user access issues.
- Escalate complex or unresolved issues to second-line or specialized support teams.
- Assist users with system access, password resets, and basic application support.
- Support end-user devices including desktops, laptops, printers, scanners, and mobile devices.
- Provide guidance and basic training to users on standard IT tools and systems.
- Maintain accurate records of incidents, resolutions, and common issues.
- Ensure adherence to IT security policies, data protection requirements, and operational procedures.
- Coordinate with vendors and internal teams when required to resolve issues efficiently.
Required Qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 25 years of experience in a help desk, service desk, or IT support role.
- Strong understanding of Windows and/or macOS environments.
- Basic knowledge of networking concepts (LAN, Wi-Fi, VPN).
- Experience using IT service management or ticketing tools.
- Good communication skills with a strong customer-service orientation. Bilingual preferred (Arabic and English)
Preferred Experience & Skills
- Experience supporting government, cultural, or large public-sector projects.
- Familiarity with ITIL-based service management practices.
- Exposure to cybersecurity awareness and access control procedures.
- Ability to operate in a live public or high-traffic environment.
- Strong organizational and documentation skills.
- Ability to work under pressure and manage multiple requests simultaneously.
