IT Help Desk Associate- Ras Laffan

(Qatar based candidates can apply)
IT Helpdesk Associate – Oil & Gas / Petrochemical

Experience: 3

Contract: 2 Years

Job Purpose

The IT Helpdesk Associate serves as the primary point of contact for end users within Oil & Gas / Petrochemical operations. The role is responsible for handling user calls logging and tracking tickets providing Level 1 and Level 2 remote support and ensuring timely resolution of IT issues. The position supports critical operational systems and contributes to uninterrupted business operations compliance and a high-quality user support experience in an industrial environment.

Key Responsibilities

• Act as the first point of contact for IT-related incidents service requests and user queries.

• Log categorize prioritize and track tickets through the Helpdesk system in line with SLA requirements.

• Provide Level 1 & Level 2 remote support for hardware software network and application-related issues.

• Support users in Oil & Gas / Petrochemical facilities including plant offices operations and corporate users.

• Escalate unresolved or complex issues to Level 3 support or relevant technical teams with proper documentation.

• Manage and maintain the Helpdesk portal ensuring accurate records and timely follow-ups.

• Generate regular Helpdesk reports (ticket volumes resolution time SLA compliance trends).

• Ensure adherence to IT policies cybersecurity standards and operational safety requirements.

• Assist in improving service performance and user satisfaction through proactive support and communication.

Key Skills & Competencies

• Strong troubleshooting skills for desktops laptops printers and basic network issues

• Knowledge of ITSM tools (ServiceNow Remedy Jira or similar)

• Understanding of IT support in industrial / Oil & Gas / Petrochemical environments

• Good communication skills with the ability to support technical and non-technical users

• Ability to work under pressure in a 24/7 or shift-based operational environment

• Awareness of safety compliance and operational criticality in plant environments

Qualifications & Experience

• Bachelor’s degree in IT Computer Science or related field

• 2–5 years of experience in IT Helpdesk / Technical Support

• Prior experience supporting Oil & Gas Petrochemical Energy or Industrial projects is mandatory

• Experience with Level 1 & Level 2 support in large enterprise or project-based environments

Work Environment

• Oil & Gas / Petrochemical facilities corporate offices and project sites

• May require shift work on-call support or coordination with operations teams

Key Skills
user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support
Employment Type : Full Time
Experience: years
Vacancy: 1