IT Analyst / Desktop Support Engineer – Service Desk (Dubai)

About the role

Join Marex's Service Desk team in Dubai as an IT Analyst/Desktop Support Engineer. You will provide first‑line technical assistance to business users, ensuring hardware, software and system issues are resolved quickly to keep operations running smoothly.

Key responsibilities

• Log, track and resolve incidents, service requests and changes in JIRA.
• Manage ticket queues, meet SLA targets and escalate complex issues when needed.
• Deliver professional, efficient support to end‑users and share knowledge via a knowledge‑base system.
• Support standard Microsoft technologies and create/maintain documentation on new tools.
• Keep technical skills up‑to‑date and align practices with the ITIL framework where appropriate.
• Provide out‑of‑hours coverage according to the on‑call rota and work a shift pattern from 6 am to 7 pm, Monday‑Friday.
• Participate in departmental projects, including occasional weekend work.
• Ensure compliance with regulatory requirements (FCA, NFA, AMF, AFM, MAS) and follow the operational risk framework.

Required profile

• Experience delivering first‑line desktop support in a corporate environment.
• Familiarity with Microsoft Windows and Office suites.
• Ability to work shift hours and respond to on‑call duties.
• Strong documentation and knowledge‑sharing skills.
• Understanding of ITIL processes and regulatory compliance basics.

Required skills

• JIRA ticketing system
• Microsoft Windows operating system
• Microsoft Office applications
• ITIL framework knowledge