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Service Desk Agent | Doha, Qatar (Onsite) Doha, Qatar

ByteCrewDoha, QAT1 weeks agoEntry
Entryfulltime

Skills

ExcelJiraArabic
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About This Role

About the job Service Desk Agent | Doha, Qatar (Onsite)

Role Summary We are hiring L1 Service Desk Agents to provide first-line support to a large enterprise user base. Agents are

the voice of IT — answering calls, logging tickets, performing first-touch resolution, and ensuring a high-quality

user experience in both Arabic and English.

Key Responsibilities

  • Answer inbound calls, chats, and emails from end users; log every contact in the ITSM tool.
  • Perform first-call resolution for password resets, account unlocks, basic application issues, and common

how-to queries.

  • Triage and route tickets to L2/L3 teams when first-call resolution is not possible.
  • Maintain ticket quality: complete categorisation, clear notes, accurate priority.
  • Meet First-Call-Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) targets.
  • Contribute updates to the knowledge base for recurring issues.

Required Qualifications

  • Diploma or Bachelor's degree in IT, Computer Science, or equivalent.
  • 2+ years in a customer-facing service desk / help desk / call centre IT role.
  • Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory basics.
  • Familiarity with ITSM ticketing tools (ServiceNow, BMC Helix, Jira SM).
  • Native or fluent Arabic AND fluent English — both are non-negotiable.
  • Willing to work rotational shifts (days/nights/weekends/holidays).
  • Excellent telephone manner, patience, and customer-first attitude.

Preferred / Nice To Have

  • ITIL v4 Foundation, HDI Customer Service Representative, or Microsoft MD-102.
  • Exposure to remote-support tools (BeyondTrust, TeamViewer, AnyDesk).
  • Prior experience supporting enterprise (1,000+ user) environments.

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