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.

• 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

• 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

• 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

• 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

• Coordinate with internal departments, vendors and third parties to resolve issues
• Support new joiner onboarding, office moves and equipment provisioning

• Report security incidents and suspicious activity to the appropriate teams
• Ensure compliance with IT policies, procedures and regulatory requirements

Requirements

• 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. Manage Engine)
• 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

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified:
  Modern Desktop Administrator
• Arabic highly desirable