Incident Management Analyst (IT Service Desk & Enterprise Support Operations) | Q-Soft | Qatar
Recruiting Company: Q-Soft
Job Location: Qatar
Job Type: Full-Time
Additional Information
- Large Enterprise Environment
- Venue & Events Operations Support
- 24/7 Rotational Shift Environment
- Minimum 5 Years of IT Experience Required
- ITIL Foundation Certification Preferred
- Experience Supporting 2,000+ Users Required
Position Summary
Q-Soft is seeking an experienced Incident Management Analyst to provide first-line IT support and service desk operations within a large-scale enterprise environment. The successful candidate will play a critical role in incident resolution, service request fulfillment, user support, and ensuring high service availability while maintaining compliance with ITIL-based processes and service level agreements.
Detailed Job Description
As an Incident Management Analyst, you will serve as the primary point of contact for IT incidents, service requests, and end-user support activities across a complex enterprise environment. Working within a fast-paced 24/7 operations setting, you will be responsible for managing incident lifecycles, troubleshooting technical issues, coordinating escalations, and ensuring timely service restoration. The role requires strong experience with ITSM processes, enterprise support operations, Microsoft 365 administration, Active Directory management, and end-user computing technologies. You will collaborate closely with infrastructure, network, application, and support teams to deliver exceptional service quality while contributing to continuous service improvement initiatives. This is an excellent opportunity for IT professionals passionate about customer service, operational excellence, and enterprise technology support.
Key Responsibilities
- Act as the first point of contact for IT incidents, service requests, and user inquiries.
- Log, categorize, prioritize, and track tickets in accordance with ITSM and ITIL processes.
- Troubleshoot hardware, software, application, email, network, VPN, and connectivity issues.
- Provide first-level resolution for technical incidents and elevate complex issues to L2 and L3 support teams.
- Support P1, P2, and major incident management activities to minimize business impact.
- Monitor service desk queues and ensure incidents are resolved within agreed SLAs.
- Administer and support Microsoft 365 services, Active Directory accounts, and user access requests.
- Perform onboarding and offboarding activities, including user provisioning and access management.
- Maintain incident records, support documentation, and knowledge base articles.
- Coordinate with technical teams to ensure timely issue resolution and customer satisfaction.
- Support problem management, change management, and continual service improvement initiatives.
- Generate reports and provide operational updates on incident trends and service performance.
Required Qualifications & Skills
- Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline.
- Minimum 5 years of overall IT experience.
- At least 3 years of experience in IT Service Desk, Incident Management, or Technical Support roles.
- Experience supporting large enterprise environments with more than 2,000 users.
- Proven experience working within 24/7 support operations and rotational shift environments.
- Strong understanding of ITIL Incident, Service Request, Problem, and Change Management processes.
- Hands‑on experience with Microsoft 365 administration and support.
- Experience managing Active Directory users, groups, permissions, and access controls.
- Strong knowledge of VPN technologies, Wi‑Fi networking, and basic networking concepts.
- Experience using ITSM ticketing and service management platforms.
- Strong troubleshooting and analytical problem‑solving skills.
- Excellent documentation, communication, and customer service abilities.
- Ability to work effectively under pressure and manage multiple priorities simultaneously.
Nice-to-Have Skills
- ITIL Foundation Certification or higher.
- Experience supporting large-scale venues, events, or mission‑critical operational environments.
- Knowledge of Microsoft Endpoint Management and device administration.
- Familiarity with monitoring and service management tools.
- Experience contributing to knowledge management and process improvement initiatives.
Recruitment Pro Tip
For Incident Management and Service Desk roles, emphasize metrics such as ticket resolution rates, SLA compliance levels, incident response times, customer satisfaction scores, and experience supporting large enterprise user bases. Demonstrating success in handling major incidents, ITIL-based operations, and high‑volume support environments will significantly increase your chances of being shortlisted.
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