Service Help Desk- Tier 2
About this role
Responsibilities Handle complex and escalated incidents and service requests from Tier 1. Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions. Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues. Validate escalated tickets and ensure accurate documentation before closure. Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams. Maintain knowledge-base articles, known errors, and resolution procedures. Monitor incident trends, SLA performance, backlog, and recurring issues. Participate in problem management, major incident reviews, and continuous service improvement. Requirements Requirements 5–10 years of experience in Service Desk, IT Support, or a related technical support role. Strong experience in incident, escalation, and service request management. Good knowledge of ITIL processes, SLA management, and ticketing systems. Strong troubleshooting and root-cause analysis skills. Experience coordinating with multiple IT teams and external vendors. Ability to prepare incident reports, service reports, and performance summaries. Strong communication, problem-solving, and customer-service skills. Experience mentoring or supporting Tier 1 Service Desk teams is preferred. Benefits Long Term Project
Frequently Asked Questions
Is the salary disclosed for the Service Help Desk- Tier 2 position at madre-me?
The salary for this Service Help Desk- Tier 2 role at madre-me is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Help Desk- Tier 2 position at madre-me located?
This Service Help Desk- Tier 2 role at madre-me is based in Doha, Ad Dawhah, Qatar. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Help Desk- Tier 2 role at madre-me full-time or part-time?
This is listed as a Full time position. It is posted as a Service Help Desk- Tier 2 role at madre-me.
How do I apply for the Service Help Desk- Tier 2 position at madre-me?
Click the "Apply Now" button on this page. You will be redirected to madre-me's official application portal hosted on zohorecruit where you can submit your application directly.
When was the Service Help Desk- Tier 2 job at madre-me posted?
This Service Help Desk- Tier 2 position at madre-me was posted on Sep 20, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Help Desk- Tier 2
madre-me
You'll be redirected to madre-me's official application page on zohorecruit.