Requirements
Requires 2-4 years of experience in IT Help Desk, Service Desk, or Desktop Support, with hands-on experience in ITSM/Ticketing systems. Must have good knowledge of Windows, Microsoft 365, hardware, networking, Active Directory, and VPN. ITIL Foundation certification/training and a valid Qatar Driving License are mandatory. Good English communication skills are essential.
Description
We are looking for an IT Help Desk Officer to provide first-line technical support to bank employees and ensure timely resolution of IT incidents and service requests within agreed SLAs.Key ResponsibilitiesProvide 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/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/offices when required.Maintain incident records, knowledge-base documentation, and troubleshooting procedures.Follow ITIL/ITSM processes, security policies, and SLA requirements.Mandatory Requirements2–4 years of experience in IT Help Desk / Service Desk / Desktop Support.Bachelor's/Diploma in IT, Computer Science, or related field.Hands-on experience with ITSM/Ticketing systems.Good knowledge of Windows, Microsoft 365, hardware, networking, Active Directory, and VPN.ITIL Foundation certification/training – Mandatory.Valid Qatar Driving License – Mandatory.Good English communication skills.Banking/Financial Services experience is preferred.Preferred CertificationsCompTIA A+, Network+, CCNA, Microsoft 365/Azure Fundamentals, HDI or other relevant IT support certifications.