Service Desk Agent – Dubai

About the role

The Service Desk Agent will be the first point of contact for end‑users in educational institutions across the UAE, providing day‑to‑day technical support for hardware, software, telecom and network issues. You will own each incident from initial logging through resolution, ensuring clear communication with users throughout the process.

Key responsibilities

• Receive, log and triage end‑user tickets using an ITSM tool.
• Perform first‑call resolution and basic technical investigations for desktops, laptops, peripherals, telecom and network systems.
• Escalate unresolved issues to Level 2/3 support or third‑party vendors and track progress until closure.
• Maintain regular communication with users, providing status updates and confirming resolution.
• Handle change requests, coordinating with the NOC and engineering teams.
• Authenticate users via contact information, location or unique identifiers.

Required profile

• BSc degree in a technical IT field.
• Minimum three years of relevant IT experience, including service desk or call‑center work.
• Fluent in Arabic (native) and English.
• Strong customer‑service orientation and excellent communication skills.

Required skills

• Microsoft Windows operating system.
• MS Office suite.
• Basic understanding of networking concepts.
• Experience with ITSM tools such as Remedy, ManageEngine, ServiceDesk or Ivanti.