Service Desk Analyst

5 days ago

Doha, Qatar Cartafella Analytics Full time

We are looking for Service Desk Analyst for Qatar location.

Key Responsibilities
- Perform initial analysis, diagnostics, and resolution for incidents and known issues.
- Identify and tag VIP users and ensure immediate response to their incidents or service requests.
- Escalate unresolved issues to Level-2 resolver groups, ensuring full documentation of first-level checks.
- Maintain and update the Knowledge Base (SKMS), FAQs, and Service Catalog regularly.
- Track incident lifecycle from logging to closure and ensure SLA compliance.
- Conduct root-cause identification for recurring issues in coordination with Level-2 teams.
- Support Incident, Service Request, Change, and Access Management processes through the ITSM tool.
- Conduct user satisfaction surveys and initiate corrective actions for low ratings.
- Prepare and submit daily, weekly, and monthly incident and KPI reports.
- Communicate in clear and professional English with all authorized users.

Required Technical Knowledge
- Microsoft 365 Administration (Exchange, Teams, OneDrive, SharePoint).
- Active Directory and user access management.
- Endpoint security and antivirus administration.
- VPN connectivity and remote troubleshooting.
- Basic hardware and software troubleshooting.
- Familiarity with ITSM tools (ServiceNow, ManageEngine, or equivalent).

Qualifications and Experience
- Diploma or Bachelor’s Degree in Computer Science, IT, or Engineering.
- Minimum 5 -6 years of experience in IT Service Desk or Technical Support.
- ITIL v4 Foundation certification required.
- SDI Certified Service Desk Analyst (SDA) preferred.
- Excellent verbal and written communication skills in English.
- Strong customer service orientation and teamwork capability.

Pay: QAR3,000.00 - QAR8,000.00 per month

**Experience**:

- ITSM tools: 1 year (preferred)
- Microsoft 365 Administration: 2 years (preferred)
- Endpoint security and antivirus adm: 2 years (preferred)
- VPN connectivity and remote troubleshooting: 2 years (preferred)

License/Certification:

- ITIL (preferred)

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