Job Description
Roles & Responsibilities
Service Desk Analyst
Job Description
We are seeking a Service Desk Analyst to support incident management and service desk operations within sports venues and event environments. The successful candidate will be responsible for ensuring smooth IT operations, timely incident resolution, and operational reliability during sporting events and day-to-day operations.
Roles & Responsibilities
Monitor and manage IT incidents, service requests, and user support tickets in accordance with established SLAs
Provide first-level Service Desk and technical support to end users
Perform troubleshooting and resolution of hardware, software, network, and connectivity issues
Support the installation, configuration, maintenance, and monitoring of IT infrastructure and end-user devices
Escalate incidents to relevant technical teams and coordinate resolution activities
Maintain accurate incident records, operational documentation, and service reports
Ensure operational continuity and support during events and critical business operations
Follow ITSM processes, procedures, and service management best practices
Assist in identifying recurring issues and support continuous service improvement initiatives
Desired Candidate Profile
Bachelor's Degree or Diploma in Information Technology, Computer Science, Networking, or a related discipline
2–4 years of experience in IT Support, Service Desk, Incident Management, or Technical Operations environments
Hands-on experience with ITSM/Ticketing Systems such as ServiceNow, Remedy, Jira, or similar platforms
Good understanding of desktop support, operating systems, hardware troubleshooting, and basic networking concepts
Exposure to network operations, sports venues, or event environments will be considered an advantage
Strong communication, coordination, and customer service skills
Ability to work effectively in fast-paced operational environments and under time-sensitive conditions
Must be currently based in Qatar and available for sponsorship transfer