Madre-me·2 days ago
2 days ago
Service Help Desk- Tier 2
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What you'll do
- Handle complex and escalated incidents and service requests from Tier 1.
- Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
- Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
- Validate escalated tickets and ensure accurate documentation before closure.
- Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
- Maintain knowledge-base articles, known errors, and resolution procedures.
- Monitor incident trends, SLA performance, backlog, and recurring issues.
- Participate in problem management, major incident reviews, and continuous service improvement.
What they're looking for
- 5–10 years of experience in Service Desk, IT Support, or a related technical support role.
- Strong experience in incident, escalation, and service request management.
- Good knowledge of ITIL processes, SLA management, and ticketing systems.
- Strong troubleshooting and root-cause analysis skills.
- Experience coordinating with multiple IT teams and external vendors.
- Ability to prepare incident reports, service reports, and performance summaries.
- Strong communication, problem-solving, and customer-service skills.
Nice to have
- Experience mentoring or supporting Tier 1 Service Desk teams is preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Responsibilities Handle complex and escalated incidents and service requests from Tier 1. Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions. Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues. Validate escalated tickets and ensure accurate documentation before closure. Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams. Maintain knowledge-base articles, known errors, and resolution procedures. Monitor incident trends, SLA performance, backlog, and recurring issues. Participate in problem management, major incident reviews, and continuous service improvement. Requirements Requirements 5–10 years of experience in Service Desk, IT Support, or a related technical support role. Strong experience in incident, escalation, and service request management. Good knowledge of ITIL processes, SLA management, and ticketing systems. Strong troubleshooting and root-cause analysis skills. Experience coordinating with multiple IT teams and external vendors. Ability to prepare incident reports, service reports, and performance summaries. Strong communication, problem-solving, and customer-service skills. Experience mentoring or supporting Tier 1 Service Desk teams is preferred. Benefits Long Term Project
Company
Madre-me
Doha, Qatar
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