IT Helpdesk Support – The MSI Group
Job Purpose
The IT Helpdesk Associate serves as the primary point of contact for end users within Oil & Gas / Petrochemical operations. The role is responsible for handling user calls, logging and tracking tickets, providing Level 1 and Level 2 remote support, and ensuring timely resolution of IT issues. The position supports critical operational systems and contributes to uninterrupted business operations, compliance, and a high-quality user support experience in an industrial environment.
Key Responsibilities
- Act as the first point of contact for IT-related incidents, service requests, and user queries.
- Log, categorize, prioritize, and track tickets through the Helpdesk system in line with SLA requirements.
- Provide Level 1 & Level 2 remote support for hardware, software, network, and application-related issues.
- Support users in Oil & Gas / Petrochemical facilities, including plant offices, operations, and corporate users.
- Escalate unresolved or complex issues to Level 3 support or relevant technical teams with proper documentation.
- Manage and maintain the Helpdesk portal, ensuring accurate records and timely follow-ups.
- Generate regular Helpdesk reports (ticket volumes, resolution time, SLA compliance, trends).
- Ensure adherence to IT policies, cybersecurity standards, and operational safety requirements.
- Assist in improving service performance and user satisfaction through proactive support and communication.
Key Skills & Competencies
- Strong troubleshooting skills for desktops, laptops, printers, and basic network issues
- Knowledge of ITSM tools (ServiceNow, Remedy, Jira, or similar)
- Understanding of IT support in industrial / Oil & Gas / Petrochemical environments
- Good communication skills with the ability to support technical and non-technical users
- Ability to work under pressure in a 24/7 or shift-based operational environment
- Awareness of safety, compliance, and operational criticality in plant environments
Qualifications & Experience
- Bachelor’s degree in IT, Computer Science, or related field
- 2–5 years of experience in IT Helpdesk / Technical Support
- Prior experience supporting Oil & Gas, Petrochemical, Energy, or Industrial projects is mandatory
- Experience with Level 1 & Level 2 support in large enterprise or project-based environments
Work Environment
- Oil & Gas / Petrochemical facilities, corporate offices, and project sites
- May require shift work, on-call support, or coordination with operations teams
Job Details
| Posted Date: | 2026-02-16 |
| Job Location: | Qatar – Doha |
| Job Role: | Information Technology |
| Company Industry: | Business Consultancy Services |
Preferred Candidate
| Degree: | Bachelor’s degree |
