Service Desk Analyst

We are seeking a Service Desk Analyst to support incident management and service desk operations within sports venues and event environments. The successful candidate will be responsible for ensuring smooth IT operations, timely incident resolution, and operational reliability during sporting events and day‑to‑day operations.

• Monitor and manage IT incidents, service requests, and user support tickets in accordance with established SLAs.
• Provide first‑level Service Desk and technical support to end users.
• Perform troubleshooting and resolution of hardware, software, network, and connectivity issues.
• Support the installation, configuration, maintenance, and monitoring of IT infrastructure and end‑user devices.
• Escalate incidents to relevant technical teams and coordinate resolution activities.
• Maintain accurate incident records, operational documentation, and service reports.
• Ensure operational continuity and support during events and critical business operations.
• Follow ITSM processes, procedures, and service management best practices.
• Assist in identifying recurring issues and support continuous service improvement initiatives.

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Networking, or a related discipline.
• 2-4 years of experience in IT Support, Service Desk, Incident Management, or Technical Operations environments.
• Hands‑on experience with ITSM/Ticketing Systems such as Service Now, Remedy, Jira, or similar platforms.
• Good understanding of desktop support, operating systems, hardware troubleshooting, and basic networking concepts.
• Exposure to network operations, sports venues, or event environments considered an advantage.
• Strong communication, coordination, and customer service skills.
• Ability to work effectively in fast‑paced operational environments and under time‑sensitive conditions.
• Must be currently based in Qatar and available for sponsorship transfer.