Information Technology Help Desk Officer

About the Role

Vistas Global seeks an Information Technology Help Desk Officer to act as the frontline for technical support, catering primarily to banking staff. The role requires prompt handling and resolution of IT incidents and service requests according to agreed service level agreements (SLAs).

Key Responsibilities

• Deliver Level 1 and Level 2 technical assistance covering desktops, laptops, printers, Windows OS, Microsoft 365, email systems, VPNs, and fundamental network concerns.
• Diagnose and fix hardware, software, local area network (LAN), Wi-Fi connectivity, and user-related issues.
• Document, prioritize, and track incident tickets using IT service management (ITSM) tools until resolution.
• Manage user accounts including Active Directory operations, password resets, and access rights administration.
• Escalate unresolved or complex problems to specialized teams such as Infrastructure, Network, Applications, or Cybersecurity.
• Provide on-location support across different bank branches and office locations as needed.
• Maintain clear records of incidents and contribute to knowledge bases and troubleshooting guides.
• Adhere to ITIL and ITSM best practices, institutional security policies, and SLA mandates.

Essential Requirements

• Between 2 to 4 years of experience in roles such as IT Help Desk, Service Desk, or Desktop Support.
• A bachelor's degree or diploma in Information Technology, Computer Science, or an equivalent discipline.
• Practical experience with ITSM or ticketing platforms.
• Proficient understanding of Windows environments, Microsoft 365 applications, hardware components, networking fundamentals, Active Directory, and VPN technologies.
• Certification or formal training in ITIL Foundation, compulsory for this position.
• Holding a valid driving license in Qatar is a must.
• Effective communication skills in English.
• Experience in banking or financial services IT support is a strong advantage.

Preferred Certifications

Qualifications such as CompTIA A+, Network+, CCNA, Microsoft 365 or Azure Fundamentals, HDI certifications, or other recognized IT support certificates will strengthen candidacy.