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Helpdesk Agent (Call Center Agent) at Madre Integrated Engineering

Doha, , Qatar -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Troubleshooting, Windows OS, Microsoft Office 365, Microsoft Teams, Microsoft Edge, ITSM, SMAX, Incident Logging, Ticket Prioritization, Customer Service, ITIL, Arabic, English, Remote Support, Hardware Troubleshooting, Software Troubleshooting

Industry

Human Resources Services

Description

The Helpdesk Agent (Call Center Agent) will serve as the first point of contact for users requiring IT support through phone, email, live chat, and ticketing channels. The role involves diagnosing and resolving technical issues, logging incidents and service requests accurately, providing remote troubleshooting support, and escalating unresolved problems to the appropriate technical teams. The Helpdesk Agent will also maintain complete ticket documentation, follow ITIL-aligned processes, deliver professional customer service, and support users with common applications, systems, and workplace technology. Requirements Bachelor’s Degree in Information Technology, Computer Science, or a related field. Minimum 5 years of experience in IT Helpdesk, Service Desk, Call Center IT Support, or User Support. Strong knowledge of Windows operating systems, Microsoft Office 365, Microsoft Teams, Microsoft Edge, and desktop troubleshooting. Experience using ITSM or ticketing systems; SMAX experience is preferred. Ability to diagnose and resolve common hardware, software, access, connectivity, and application-related issues remotely. Strong incident logging, ticket prioritization, escalation, and follow-up skills. Excellent telephone etiquette, customer-service orientation, and communication skills. Ability to remain professional and composed while handling urgent issues or difficult users. ITIL certification is mandatory. Fluent in Arabic and English, both written and spoken. Willingness to work rotational shifts, including nights, weekends, and public holidays.

Responsibilities

Serve as the first point of contact for IT support via phone, email, and chat to diagnose and resolve technical issues. Responsible for logging incidents, providing remote troubleshooting, and escalating complex problems to technical teams.