We are looking for an IT Help Desk Officer to provide first-line technical support to bank employees and ensure timely resolution of IT incidents and service requests within agreed SLAs.
Key Responsibilities
- Provide L1/L2 support for desktop, laptop, printer, Windows, Microsoft 365, email, VPN, and basic network issues.
- Troubleshoot hardware, software, LAN/Wi-Fi, connectivity, and end-user issues.
- Log, prioritize, track, and resolve incidents through ITSM/Ticketing tools.
- Support Active Directory, password resets, user access, and account management.
- Escalate complex issues to Infrastructure, Network, Applications, and Cybersecurity teams.
- Provide on-site support across bank branches/offices when required.
- Maintain incident records, knowledge-base documentation, and troubleshooting procedures.
- Follow ITIL/ITSM processes, security policies, and SLA requirements.
Mandatory Requirements
- 2–4 years of experience in IT Help Desk / Service Desk / Desktop Support.
- Bachelor's/Diploma in IT, Computer Science, or related field.
- Hands-on experience with ITSM/Ticketing systems.
- Good knowledge of Windows, Microsoft 365, hardware, networking, Active Directory, and VPN.
- ITIL Foundation certification/training – Mandatory.
- Valid Qatar Driving License – Mandatory.
- Good English communication skills.
- Banking/Financial Services experience is preferred.
Preferred Certifications
CompTIA A+, Network+, CCNA, Microsoft 365/Azure Fundamentals, HDI or other relevant IT support certifications.
