Senior Service Desk Specialist
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Location:
Qatar Employment Type: Contract / Managed Services Job Summary We are looking for an experienced Senior Service Desk Specialist to provide Level 1 and Level 2 remote and on-call IT support. The role will act as an escalation point for complex incidents, monitor service desk performance and SLAs, coordinate with higher-level technical teams, and support continuous improvement of Service Desk operations. The ideal candidate will have strong experience in IT Service Desk operations, incident management, advanced end-user troubleshooting, ITSM processes, ticket management, and team mentoring.
Key Responsibilities
- Provide Level 1 and Level 2 remote and on-call IT support for incidents and service requests.
- Act as an escalation point for complex, critical, or high-impact incidents.
- Troubleshoot advanced issues involving desktops, laptops, operating systems, collaboration tools, printers, and peripherals.
- Prioritize incidents based on impact, urgency, and business requirements.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Monitor ticket queues, workloads, service performance, and pending issues.
- Coordinate with Level 2/Level 3 support teams and specialist technical teams for escalated issues.
- Communicate ticket status, progress, expected resolution, and closure details to users and clients.
- Ensure accurate and complete ticket documentation.
- Follow incident, request, escalation, change, and ITSM procedures.
- Guide and mentor junior Service Desk Specialists.
- Monitor unresolved and pending tickets and ensure appropriate follow-up.
- Maintain and update the Service Desk Knowledge Base.
- Document recurring issues, known solutions, and troubleshooting procedures.
- Identify opportunities to improve Service Desk processes, response times, and customer experience.
- Support Service Desk reporting and operational performance reviews.
- Work independently during on-call periods and manage multiple priorities under pressure. Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 5–7 years of experience in IT Service Desk operations.
- Proven experience providing both Level 1 and Level 2 IT support.
- Strong experience in incident prioritization, escalation, troubleshooting, and resolution.
- Experience working in high-volume Service Desk environments.
- Advanced troubleshooting experience with:
- Desktops and laptops
- Windows operating systems
- Collaboration tools
- Printers and peripherals
- Strong understanding of ITSM processes and best practices.
- Experience working with ticketing/service management systems.
- Experience mentoring or guiding junior Service Desk staff.
- Strong customer service, communication, analytical, and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Ability to work independently and during on-call/shift periods. Preferred Qualifications
- ITIL Foundation certification.
- Microsoft certifications.
- Networking certifications.
- ITSM/ticketing tool certifications.
- Experience with ServiceNow, Jira Service Management, ManageEngine, Freshservice, Zoho Desk, or similar platforms.
- Experience working in Qatar or the GCC region. Interested candidates are encouraged to apply with an updated CV.
Location:
- Qatar (Required) Work
Location:
In person
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