Sr. Helpdesk Specialist

Madre Integrated Engineering Full time The Senior Helpdesk Specialist will oversee and support the daily operations of the IT helpdesk at Qatar, ensuring efficient delivery of technical support services across all museum locations. This role involves handling advanced technical issues, mentoring junior helpdesk staff, coordinating with other IT teams, and ensuring adherence to IT service standards. The ideal candidate will possess strong technical expertise, leadership capability, and a commitment to delivering high-quality IT support in a dynamic cultural environment. Key Responsibilities: Serve as the escalation point for complex technical issues raised by Helpdesk Specialists. Lead the helpdesk team in delivering timely and effective technical support to end users. Oversee the management of support tickets, ensuring proper categorization, prioritization, and resolution. Troubleshoot and resolve advanced hardware, software, network, and system issues. Assist in managing user accounts, access controls, and system permissions in line with IT policies. Monitor helpdesk performance metrics and prepare regular reports for IT management. Develop and maintain documentation, including troubleshooting guides and SOPs. Provide training, coaching, and guidance to helpdesk staff to enhance service quality. Coordinate with other IT sections to ensure smooth implementation of system updates, deployments, and upgrades. Ensure compliance with IT security standards and operational procedures. Support IT projects and contribute to system improvement initiatives as required. Qualifications & Experience: Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum of 4-6 years of experience in IT helpdesk or technical support roles, with at least 2 years in a senior or lead capacity. Strong expertise in Windows operating systems, MS Office suite, networking fundamentals, and IT infrastructure. Experience with helpdesk/ticketing systems, remote support tools, and ITIL-based service processes. Excellent problem-solving, analytical, and decision-making skills. Strong communication and leadership abilities. Ability to manage multiple tasks in a fast-paced, multicultural work environment. Experience in the museum, cultural, or public sector is an advantage.