Sr. Helpdesk Specialist

Job Title: Senior Helpdesk Specialist

Department: Information Technology

Location: Doha Qatar

Employment Type: Full-time

Job Summary:

The Senior Helpdesk Specialist will oversee and support the daily operations of the IT helpdesk at Qatar ensuring efficient delivery of technical support services across all museum locations. This role involves handling advanced technical issues mentoring junior helpdesk staff coordinating with other IT teams and ensuring adherence to IT service standards. The ideal candidate will possess strong technical expertise leadership capability and a commitment to delivering high-quality IT support in a dynamic cultural environment.

Key Responsibilities:

• Serve as the escalation point for complex technical issues raised by Helpdesk Specialists.
  

• Lead the helpdesk team in delivering timely and effective technical support to end users.
  

• Oversee the management of support tickets ensuring proper categorization prioritization and resolution.
  

• Troubleshoot and resolve advanced hardware software network and system issues.
  

• Assist in managing user accounts access controls and system permissions in line with IT policies.
  

• Monitor helpdesk performance metrics and prepare regular reports for IT management.
  

• Develop and maintain documentation including troubleshooting guides and SOPs.
  

• Provide training coaching and guidance to helpdesk staff to enhance service quality.
  

• Coordinate with other IT sections to ensure smooth implementation of system updates deployments and upgrades.
  

• Ensure compliance with IT security standards and operational procedures.
  

• Support IT projects and contribute to system improvement initiatives as required.
  

Qualifications & Experience:

• Bachelors degree in Information Technology Computer Science or a related field.
  

• Minimum of 46 years of experience in IT helpdesk or technical support roles with at least 2 years in a senior or lead capacity.
  

• Strong expertise in Windows operating systems MS Office suite networking fundamentals and IT infrastructure.
  

• Experience with helpdesk/ticketing systems remote support tools and ITIL-based service processes.
  

• Excellent problem-solving analytical and decision-making skills.
  

• Strong communication and leadership abilities.
  

• Ability to manage multiple tasks in a fast-paced multicultural work environment.
  

• Experience in the museum cultural or public sector is an advantage.
  

Key Competencies:

• Leadership and team coordination
  

• Advanced technical troubleshooting
  

• Customer service excellence
  

• Strategic thinking and planning
  

• Time management and prioritization
  

• Continuous improvement mindset
  

Key Skills
Computer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,Remedy
Experience: years
Vacancy: 1