Service Desk Analyst

About the role

We are seeking a Service Desk Analyst to operate and administer the Corporate Services Service Desk in Abu Dhabi. The role ensures service requests, work orders, access control requirements and administrative tasks are processed accurately and efficiently in line with SLAs and KPIs.

Key responsibilities

• Receive, process and coordinate access control requests, ensuring appropriate user access.
• Monitor, operate and administer the Service Desk, assign tasks and ensure timely completion.
• Schedule recurring tasks for section heads and follow up on their completion.
• Generate and distribute access control, access‑level and operational reports at predefined intervals.
• Prioritise service requests, escalating emergencies to the relevant section head.
• Manage the Service Desk telephone extension, respond to enquiries and transfer calls.
• Process time and attendance reports, issue and update contractor ID cards, and manage secure token inventory.
• Conduct inspections of designated restricted areas and perform other administrative duties as assigned.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum 5 years of experience in Service Desk operations, preferably within Corporate Services, Technology or Facilities Management.
• Strong attention to detail, problem‑solving ability and excellent written and verbal English communication skills.

Required skills

• Hands‑on experience with ServiceNow (certification preferred).
• Proficiency in Microsoft Office applications.
• Familiarity with AI platforms.
• Experience with access control systems.