indeed
Helpdesk Operator
Aamal Services
Doha, QAT
Full Time
Entry
Onsite
3 weeks ago
WindowsmacOSMicrosoft 365Ticketing SystemsRemote Support ToolsCommunication
Free
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WindowsmacOSMicrosoft 365
About the Role
Aamal Services is hiring a Helpdesk Operator to provide first-line IT support in Doha. The role involves triaging issues, escalating to higher-level teams, and maintaining documentation.
Key Skills for This Role
WindowsmacOSMicrosoft 365Ticketing SystemsRemote Support ToolsCommunication
Responsibilities
- Act as the first point of contact for users via phone, email, chat, or in person
- Log, categorize, and prioritize all incoming support requests in a ticketing system
- Route unresolved issues to appropriate second or third level support teams with detailed notes
- Keep users informed about the progress of their tickets and follow up after resolution
- Create and update knowledge base articles, FAQs, and user guides for common problems
- Perform routine system maintenance tasks such as user account creation/deactivation and software license management
Requirements
- Strong knowledge of Windows and often macOS
- Familiarity with Microsoft 365 Suite and other common business applications
- Understanding of basic computer components (laptops, desktops, printers, peripherals)
- Experience with or ability to quickly learn helpdesk software
- Proficiency with remote support tools like TeamViewer, Remote Desktop Connection, or LogMeIn
- Excellent verbal and written communication skills
- Logical and methodical approach to diagnosing and solving problems
- Ability to handle multiple tickets and prioritize effectively
Full Job Posting
Key Responsibilities
- First Line Support: Acting as the first point of contact for users via phone, email, chat, or in person.
- Issue Triage: Logging, categorizing, and prioritizing all incoming support requests in a ticketing system (e.g., Jira, ServiceNow, Zendesk).
- Escalation: Routing unresolved issues to the appropriate second or third level support teams with detailed notes.
- Communication: Keeping users informed about the progress of their tickets and following up after resolution to ensure satisfaction.
- Documentation: Creating and updating knowledge base articles, FAQs, and user guides for common problems.
- Basic Administration: Performing routine system maintenance tasks, such as user account creation/deactivation and software license management.
Essential Skills and Qualifications
- Technical Skills: Strong knowledge of Windows (and often macOS).
- Software Proficiency: Familiarity with Microsoft 365 Suite (Word, Excel, Outlook) and other common business applications.
- Hardware Knowledge: Understanding of basic computer components (laptops, desktops, printers, peripherals).
- Ticketing Systems: Experience with or ability to quickly learn helpdesk software.
- Remote Support Tools: Proficiency with tools like TeamViewer, Remote Desktop Connection, or LogMeIn.
- Interpersonal Skills: Patience and empathy, excellent communication, problem solving, active listening, time management, customer service.
Job Details
- Job Types: Full time, Permanent
- Pay: Up to QAR1.00 per month
- Work Location: In person
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