IT Service Desk Agent

Power International Holding

. Troubleshoot basic end-user issues involving software applications, hardware, networks, telecommunications systems, and desktop support .

Posted 10/21/2026full-timeLusail City • QatarJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on troubleshooting hardware, software, and networking issues while maintaining high customer service standards. Proficient in managing service desk operations and utilizing ticketing systems to ensure efficient incident resolution.

Highest-signal resume keywords

IT Support/Service Desk ExperienceSAP Functional SkillsManageEngine Ticketing SystemStructured Troubleshooting MethodologiesCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Computer HardwareSoftware ApplicationsNetworkingOperating SystemsTroubleshootingIncident ManagementTicket LoggingRemote SupportService Desk OperationsDocumentation

Soft Skills

Interpersonal SkillsProfessional CommunicationUser Guidance

Tools & Technologies

ManageEngineServiceNowRemote Support Tools

Certifications & Qualifications

Bachelor's Degree in Information TechnologyTechnical Certificates

Industry Keywords

ERP ExposureService Management PrinciplesEnd-User SupportIncident Resolution

Tech Stack

Tools & technologies

ERPServiceNow

About the role

Key responsibilities & impact

Troubleshoot basic end-user issues involving software applications, hardware, networks, telecommunications systems, and desktop support
Act as the single point of contact for IT issues and queries
Receive, log, and manage internal staff calls via telephone and email
Log tickets in the ManageEngine tool on behalf of users
Respond to incidents, problems, and changes primarily through voice interaction and email
Resolve assigned issues over the phone or remotely
Take ownership of logged incidents and provide end-to-end user support
Monitor open and pending incidents and communicate progress to users
Maintain high customer service and adhere to service management principles
Assign, monitor, and close service desk tickets
Maintain accurate ticket records and monitor technician task progress

Requirements

What you’ll need

Strong understanding of computer hardware, software, networking, and operating systems
Ability to log, track, and document issues accurately in service desk systems
Excellent interpersonal skills to interact professionally and guide users effectively
Capability to diagnose root causes and apply structured troubleshooting methodologies
SAP functional skills required to support ERP-related IT queries
Minimum 2–4 years of IT support/service desk experience
Hands-on experience with ticketing systems such as ManageEngine or ServiceNow and remote support tools
ERP exposure preferred; SAP functional skills considered an advantage
Bachelor's Degree in Information Technology or any related field
Certificate in computer-related field or related technical certificates