Information Technology Help Desk
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Key skills for this role
Role Overview
Provide first-line technical support to bank employees and ensure timely resolution of IT incidents and service requests within agreed SLAs.
Key Skills for This Role
Full Job Posting
Role Overview
Provide first-line technical support to bank employees and ensure timely resolution of IT incidents and service requests within agreed SLAs.
Key Responsibilities
- Provide L1/L2 support for desktop, laptop, printer, Windows, Microsoft 365, email, VPN, and basic network issues.
- Troubleshoot hardware, software, LAN/Wi-Fi, connectivity, and end-user issues.
- Log, prioritize, track, and resolve incidents through ITSM or ticketing tools.
- Support Active Directory, password resets, user access, and account management.
- Escalate complex issues to infrastructure, network, applications, and cybersecurity teams.
- Provide on-site support across bank branches and offices when required.
- Maintain incident records, knowledge-base documentation, and troubleshooting procedures.
- Follow ITIL/ITSM processes, security policies, and SLA requirements.
Mandatory Requirements
- 2–4 years of experience in IT help desk, service desk, or desktop support.
- Bachelor’s degree or diploma in IT, Computer Science, or a related field.
- Hands-on experience with ITSM or ticketing systems.
- Good knowledge of Windows, Microsoft 365, hardware, networking, Active Directory, and VPN.
- ITIL Foundation certification or training is mandatory.
- Valid Qatar driving license is mandatory.
- Good English communication skills.
- Banking or financial services experience is preferred.
Preferred Certifications
- CompTIA A+, Network+, CCNA, Microsoft 365/Azure Fundamentals, HDI, or other relevant IT support certifications are preferred.
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