Service Desk Analyst

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.