Senior Helpdesk Agent

Role overview

The Senior Helpdesk Agent will act as the key connection between customers and the internal technical teams, ensuring issues are handled efficiently from first contact through closure. The role focuses on delivering responsive tier 1 support, coordinating escalations, supporting onsite visits when needed, and maintaining strong service quality across all interactions.

Key responsibilities

• Act as the bridge between customers and the appropriate technical teams to drive issue resolution.
• Provide first-line assistance through phone and approved remote support tools.
• Answer incoming calls, record messages, return calls, and follow up whenever needed.
• Arrange customer visits and onsite support appointments where required.
• Manage complaints professionally and work toward timely resolution.
• Maintain a consistently high standard of customer service.
• Request spare parts from suppliers for both warranty and non-warranty repairs.
• Support junior helpdesk staff through coaching, guidance, and knowledge transfer.
• Run training sessions on new technologies, tools, and updated best practices.
• Review customer data to support short-term operational decisions within the team.
• Prepare monthly reports covering incidents and repairs handled in the system.
• Recommend practical improvements that can enhance day-to-day operations.
• Keep up to date with current industry practices, tools, and technology trends.
• Log incoming calls, incidents, and case details accurately in the helpdesk system.
• Send incidents to specialist engineers and monitor progress until closure.
• Coordinate with engineers to provide approvals, tools, and access needed to complete work.
• Close cases in the helpdesk platform and update customer records.
• Track issues through to resolution and keep stakeholders informed.
• Prioritize and escalate urgent matters as needed.
• Ensure response and resolution timelines are met according to SLA commitments.
• Liaise with vendors and suppliers for ordering, delivery, and return of spare parts.
• Collect three quotations, compare them, and negotiate pricing, delivery, and payment terms.
• Issue quotations, delivery notes, and invoices to customers when necessary.
• Follow up on supplier credit note claims and labor payment matters.
• Support onsite troubleshooting at customer locations when required.
• Assist in deploying and configuring new hardware and software solutions.
• Contribute to the team’s short-term monthly targets.
• Be available for shift work and on-call duties as required.

Qualifications

• A bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred.
• At least 3 years of experience in a call center or IT support environment.
• Comfort with standard computer applications and business software.
• Strong verbal communication and active listening abilities.
• ITIL Foundation certification will be considered an advantage.
• Demonstrated ability to resolve complicated technical issues and manage escalations.
• Solid working knowledge of operating systems, Microsoft Office, and common IT tools.
• Good understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Strong analytical thinking and troubleshooting ability.
• Excellent interpersonal and communication skills.
• Ability to work both independently and collaboratively with a team.

Work arrangement

This is a full-time remote position based in Doha, Qatar.

Additional information

The role may require shift-based work and on-call availability. Onsite support at customer premises may also be necessary from time to time.