Senior Service Desk Agent (Arabic Required) – Dubai

About the role

The Senior Service Desk Agent will act as the primary technical resolver on the service desk, handling the most complex incidents and escalations. This role also mentors Tier‑1 analysts and contributes to knowledge base creation, ensuring high first‑contact resolution rates.

Key responsibilities

• Resolve escalated and technically complex contacts at first or second touch to maximise first‑contact resolution.
• Provide floor‑level technical guidance and mentoring to Tier 1 analysts.
• Author and maintain knowledge articles for recurring and emerging issues.
• Support major incident triage, impact assessment and information gathering.
• Identify repeat‑contact patterns, raise problem candidates and support Problem Management.

Required profile

• Bachelor’s degree or diploma in IT or related discipline.
• 5‑7 years experience in a Managed Services / Service Desk environment.
• Fluent Arabic (mandatory) and proficient English.
• Willingness to work rotating shifts, including weekends.
• Clean police clearance and security vetting.

Required skills

• Deep troubleshooting of Windows 10/11, Microsoft 365, Exchange Online and Active Directory.
• Networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Remote support and endpoint‑management tooling.
• Basic PowerShell for diagnostics.
• Proficiency with an ITSM platform and knowledge‑authoring capabilities.