Information Technology Help Desk

About the opportunity We are recruiting on behalf of a leading financial institution in Doha for a Help Desk Officer to join its IT Operations team. The employer’s identity will be disclosed to shortlisted candidates. The role The Help Desk Officer provides first-line technical support across the organization, ensuring IT issues are resolved promptly and users receive a consistently high standard of service. The role covers logging, monitoring and resolving incidents, coordinating with internal teams and external vendors, and contributing to the continuous improvement of IT support. Key responsibilities Incident management and user support • Receive, log and resolve IT enquiries and incidents via phone, email and the service portal • Provide first-level support for desktops, laptops, mobile devices, printers and software applications • Escalate complex issues to higher-tier support or the relevant teams • Ensure Service Level Agreements are met, and service quality is maintained Service desk operations • Monitor, track and close support tickets using help desk management tools • Maintain accurate records of incidents, problems and resolutions • Prepare regular reports on help desk performance, ticket volume, resolution times and user satisfaction Technical administration • Set up and configure end-user devices including desktops, laptops, phones and tablets • Install and update operating systems, software applications and security patches • Manage user accounts, passwords and access permissions in line with IT policy Continuous improvement and knowledge management • Identify recurring issues and recommend process improvements to reduce outages • Contribute to support documentation and knowledge base articles • Keep current with emerging technologies and best practice in IT support Stakeholder coordination • Coordinate with internal departments, vendors and third parties to resolve issues • Support new joiner onboarding, office moves and equipment provisioning Security and compliance • Report security incidents and suspicious activity to the appropriate teams • Ensure compliance with IT policies, procedures and regulatory requirements Requirements Essential • Bachelor’s degree in Information Technology, Computer Science or a related field • Minimum 3 years’ experience in IT help desk or technical support • Proven ability to troubleshoot hardware, software and network issues • Experience with help desk management systems (e.g. ManageEngine) • Familiarity with remote support and asset management tools • Proficiency across Windows, macOS, iOS and Android • Strong knowledge of computer hardware, peripherals and multi-vendor printers • Working knowledge of Microsoft Office, email clients and collaboration tools • Basic understanding of network fundamentals, security protocols and user account management • English required Desirable • IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator • Arabic highly desirable Show more Show less

Essential: Bachelor’s degree in Information Technology, Computer Science or a related field; Minimum 3 years’ experience in IT help desk or technical support; Proven ability to troubleshoot hardware, software and network issues; Experience with help desk management systems (e.g. ManageEngine); Familiarity with remote support and asset management tools; Proficiency across Windows, macOS, iOS and Android; Strong knowledge of computer hardware, peripherals and multi-vendor printers; Working knowledge of Microsoft Office, email clients and collaboration tools; Basic understanding of network fundamentals, security protocols and user account management; English required. Desirable: IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator; Arabic highly desirable.

Incident management and user support: Receive, log and resolve IT enquiries and incidents via phone, email and the service portal; Provide first-level support for desktops, laptops, mobile devices, printers and software applications; Escalate complex issues to higher-tier support or the relevant teams; Ensure Service Level Agreements are met, and service quality is maintained. Service desk operations: Monitor, track and close support tickets using help desk management tools; Maintain accurate records of incidents, problems and resolutions; Prepare regular reports on help desk performance, ticket volume, resolution times and user satisfaction. Technical administration: Set up and configure end-user devices including desktops, laptops, phones and tablets; Install and update operating systems, software applications and security patches; Manage user accounts, passwords and access permissions in line with IT policy. Continuous improvement and knowledge management: Identify recurring issues and recommend process improvements to reduce outages; Contribute to support documentation and knowledge base articles; Keep current with emerging technologies and best practice in IT support. Stakeholder coordination: Coordinate with internal departments, vendors and third parties to resolve issues; Support new joiner onboarding, office moves and equipment provisioning. Security and compliance: Report security incidents and suspicious activity to the appropriate teams; Ensure compliance with IT policies, procedures and regulatory requirements.