Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to be the first point of contact for users across our 573-location estate in the UAE. The role involves logging, triaging and resolving incidents and service requests in line with agreed response and resolution targets.

Key responsibilities

• Handle user contacts via phone, email, self-service portal and chat, meeting SLA targets.
• Log, categorize, prioritize and document all incidents and service requests in the ITSM system.
• Resolve first-line technical issues such as password resets, account unlocks, basic application, printing and connectivity problems.
• Perform initial troubleshooting, gather diagnostic information and route unresolved issues to the appropriate resolver group.
• Communicate incident progress to users and manage expectations until resolution.
• Escalate potential major incidents to the Service Desk Supervisor promptly.
• Provide feedback on knowledge articles and support continuous improvement.
• Assist with user communications during planned changes, service disruptions and outages.

Required profile

• 1–3 years of experience in a service desk or first-line support role.
• Bachelor’s degree or diploma in IT or a related field.
• Microsoft certification (MD-102, MS-900 or equivalent) and ITIL Foundation preferred.
• Fluent in English; Arabic is a strong advantage.
• Clean police clearance and security vetting.
• Willingness to be on-call for escalations outside core hours.

Required skills

• Windows 10/11 troubleshooting.
• Microsoft 365, Exchange Online and Active Directory administration.
• Networking fundamentals – TCP/IP, DNS, DHCP, VPN and Wi-Fi.
• Remote support and endpoint management tools.
• ITSM platform proficiency.
• Basic PowerShell scripting for diagnostics.
• Knowledge authoring and documentation.