Incident Management Specialist (Service Desk)

About the role

The IT Service Desk Analyst is the single point of contact for all IT-related inquiries and issues for Multiplex employees globally, with the aim of keeping IT operations running smoothly so that end-users can carry out their work efficiently. The role is open only to candidates based in the UAE.

Key responsibilities

• Provide first-line technical support for hardware, software and network issues, handling requests promptly and effectively
• Manage the full lifecycle of incidents and service requests, from logging and prioritising tickets in ServiceNow to resolution and closure, ensuring SLA compliance
• Handle Level 1 access management, including user account creation, password resets and group management in Active Directory and other enterprise systems
• Maintain clear communication with end-users and internal teams, escalating issues appropriately and keeping users informed of progress
• Contribute to knowledge base articles so that common issues and solutions are documented and users can help themselves

What we offer

• Salary up to AED 8,500 plus a yearly bonus
• Visa and medical insurance