IT Service Delivery Analyst

About the role

You will provide first‑line IT support and ensure a stable, secure infrastructure for the business. The role combines hands‑on technical work with frequent interaction with end‑users, driving adoption of technology tools across the organization.

Key responsibilities

• Deliver first‑line support for hardware, software and network issues (laptops, desktops, mobile phones, printers, peripherals).
• Troubleshoot and resolve problems related to Windows OS, Microsoft Office, DNS, DHCP and TCP/IP.
• Manage and fulfill service requests using ITIL‑aligned service management processes.
• Maintain accurate IT asset records and documentation.
• Collaborate with internal teams to identify recurring issues and implement lasting fixes.
• Support IT onboarding and promote user adoption of technology tools.
• Continuously upskill to stay current with evolving technologies.

Required profile

• Minimum 7 years of experience in IT support or service delivery.
• Strong working knowledge of Windows environments, Microsoft Office and core networking protocols.
• Experience with ITSM frameworks and tools; ITIL certification or practical knowledge required.
• Relevant certifications such as CCNA, MCP, MCSA, MCITP or MCSE are highly preferred.
• UAE work experience, excellent communication and customer‑service skills, and ability to manage multiple priorities under pressure.

Required skills

• Windows operating system
• Microsoft Office suite
• DNS, DHCP, TCP/IP
• ITIL / ITSM processes
• CCNA
• MCP, MCSA, MCITP, MCSE
• Hardware troubleshooting (laptops, desktops, mobile devices, printers)

What we offer

• A collaborative team that values technical excellence and continuous learning.
• Opportunities to grow skills while contributing to reliable IT services.
• A supportive environment where clear communication and teamwork are recognized.