Service Desk Analyst

About the role

The IT Service Desk Analyst is the single point of contact for all IT-related inquiries and issues for Multiplex employees worldwide. The main goal is to keep IT operations running smoothly so that end-users can carry out their business tasks efficiently. The role covers receiving, prioritizing, documenting and resolving support requests, with a focus on high customer satisfaction.

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: log and prioritize tickets in the ServiceNow system, resolve them and close them while meeting SLAs.
• Handle Level 1 access management, such as user account creation, password resets and group management in Active Directory and other enterprise systems.
• Communicate clearly with end-users and internal teams, escalating issues where needed and keeping users informed of progress.
• Help create and maintain knowledge base articles so 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.