IT Analyst – Desktop Support Engineer (Dubai)

About the role

The Service Desk team at Marex is looking for an IT Analyst who will also act as a Desktop Support Engineer for the Dubai office. You will provide first‑line technical assistance, diagnose hardware and software issues, and ensure minimal disruption to business operations.

Key responsibilities

• Log, track and resolve incidents, service requests and changes in JIRA.
• Manage and close Service Desk tickets within agreed SLAs.
• Escalate complex problems to appropriate teams.
• Provide professional and efficient customer service.
• Share knowledge via a knowledge‑base system.
• Support standard Microsoft technologies (Windows, Office).
• Create and maintain documentation on new technologies.
• Keep technical skills aligned with company requirements and ITIL best practices.
• Participate in on‑call rotation and work shifts from 6 am to 7 pm, Monday‑Friday.
• Contribute to departmental projects, including occasional weekend work.

Required profile

• Experience delivering first‑line support to business users.
• Ability to diagnose and resolve hardware, software and system issues.
• Proficiency in logging and managing tickets in a Service Desk tool.
• Strong communication skills and a customer‑focused attitude.
• Willingness to work shift patterns and provide out‑of‑hours support.

Required skills

• JIRA ticketing system.
• Microsoft Windows operating system.
• Microsoft Office suite.
• ITIL framework knowledge.