Support Desk Associate

About the role

We are seeking a proactive Support Desk Associate to join our growing team in Dubai. The role focuses on managing inbound tickets, inquiries and contacts, ensuring they are captured, triaged and routed efficiently to maintain high service standards.

Key responsibilities

• Serve as the single point of intake for all inbound tickets, logging each request promptly in the ticketing system and confirming receipt.
• Assess and categorize tickets according to defined frameworks, applying urgency and impact criteria.
• Route tickets to the appropriate team or individual with full context and monitor hand‑off to guarantee timely ownership.
• Track open tickets, follow up on stalled items, and close tickets after confirming resolution with the requester.
• Maintain accurate records and adhere to intake, triage and routing processes, flagging gaps for improvement.
• Generate reports on ticket volume, routing accuracy and turnaround times, highlighting recurring issues.
• Support Account Managers with operational follow‑ups and ensure internal teams receive complete information.

Required profile

• Strong attention to detail and ability to work under tight SLA deadlines.
• Excellent written and verbal communication skills.
• Organizational aptitude to manage multiple tickets simultaneously.

Required skills