Information Technology Help Desk Officer

About the Opportunity

A prominent financial organization in Doha is seeking to recruit a Help Desk Officer to join their IT Operations team, with the employer's identity disclosed only to shortlisted applicants.

Role Overview

This position involves delivering first-line IT support throughout the company, ensuring quick resolution of technical issues and maintaining high-quality service for users. The Help Desk Officer will handle incident reporting, tracking, resolution, coordination with internal teams and external vendors, and actively participate in enhancing IT support processes.

Key Duties

• Receive, document, and resolve IT service requests via phone, email, and service portal.
• Provide first-level technical assistance for devices like desktops, laptops, mobiles, printers, and software applications.
• Refer complex problems to next-level technical teams or specialists.
• Adhere to service level agreements to ensure consistent service quality.
• Track and close support tickets efficiently using help desk software.
• Maintain precise records of incidents, problems, and their resolutions.
• Compile regular reports detailing support desk metrics such as ticket volumes and resolution times.
• Set up, configure, and maintain end-user hardware and software including operating system installations and updates.
• Manage user accounts, passwords, and permissions aligned with IT policies.
• Identify recurring support issues and suggest process improvements to minimize interruptions.
• Contribute to creation and updating of support manuals and knowledge base articles.
• Stay informed about emerging technologies and industry best practices in IT support.
• Liaise with internal stakeholders, vendors, and external partners to solve problems.
• Assist with onboarding new employees, office relocations, and hardware provisioning.
• Report any security threats or suspicious activities promptly and ensure adherence to compliance requirements.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or an equivalent discipline.
• At least three years of professional experience in IT help desk or technical support roles.
• Strong troubleshooting skills applicable to hardware, software, and networking issues.
• Experience using help desk management platforms such as ManageEngine.
• Keen familiarity with remote support and asset management tools.
• Proficient knowledge of various operating systems including Windows, macOS, iOS, and Android.
• Solid understanding of computer hardware, peripherals, and printers from multiple vendors.
• Working knowledge of Microsoft Office Suite, email clients, and collaboration software.
• Basic grasp of network principles, security protocols, and managing user accounts.
• Proficiency in English is mandatory.
• Additional certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are advantageous.
• Arabic language skills are also highly preferred.