Service Desk Analyst

Company not disclosed

Dubai, Dubai, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

Experience: 1–3 Years Reports To: Service Desk Supervisor Languages: English/Arabic – Both Required Location: UAE Role Summary: Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving contacts at first line within agreed response and resolution targets. Key Responsibilities: - Handle user contacts through phone, email, self-service portal, and chat, ensuring response and resolution within agreed service levels. - Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system. - Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues. - Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group. - Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure. - Identify and immediately escalate potential major incidents to the Supervisor in accordance with the defined escalation process. - Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement. - Support user communications during planned changes, service disruptions, and outages. - Consistently meet defined quality, productivity, SLA, and customer satisfaction targets. Requirements Required Skills & Competencies - Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting. - Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi. - Remote support and endpoint management tooling. - Strong knowledge authoring capability. - ITSM platform proficiency. - Basic PowerShell for diagnostics. Qualifications & Certifications - Bachelor's degree or diploma in IT or a related discipline. - Microsoft certification (MD-102, MS-900 or equivalent) preferred. - ITIL Foundation. Education Sector Experience - Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage. - Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably. Other Requirements - Arabic language capability is a significant advantage given the bilingual user base. - Availability for escalation outside core hours - Clean police clearance and security vetting.

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