# Service Desk & End User Support — Madre Integrated Engineering

Canonical: https://jobxdubai.com/jobs/li-4477215492-service-desk-end-user-support
Location: Doha, Qatar
Type: full_time · Level: mid
Monthly salary: AED 6,054 to 9,081 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-10
Apply: https://www.linkedin.com/jobs/view/service-desk-end-user-support-at-madre-integrated-engineering-4477215492?_l=en

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## Description

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.

• Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required.

• Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.

• Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.

• Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

Requirements

• University degree in Computer Science or Information Technology

• Must have *ITIL Foundation certification* .

• Must have *Microsoft 365 certification.*

• *Minimum 3 years of relevant Helpdesk or Service Desk experience.*

• Fluent in both *Arabic and English,* with strong written and verbal communication skills.

Benefits

Longterm

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## Requirements

University degree in Computer Science or Information Technology
Must have ITIL Foundation certification
Must have Microsoft 365 certification
Minimum 3 years of relevant Helpdesk or Service Desk experience
Fluent in both Arabic and English, with strong written and verbal communication skills

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