Service Desk Engineer – IT Support (UAE National)

About the role

We are seeking a customer‑focused Service Desk Engineer to deliver first‑level IT support to end users across the UAE. The role involves handling incidents, service requests and ensuring resolutions meet agreed SLA targets.

Key responsibilities

• Provide Level 1 support via phone, email, chat and ticketing systems.
• Log, categorize, prioritize and resolve incidents and service requests.
• Troubleshoot hardware, software, network, printer and connectivity issues.
• Support Windows, Microsoft 365, Outlook, Teams and Active Directory.
• Perform password resets, account unlocks and basic user‑access tasks.
• Escalate unresolved issues to L2/L3 teams and track tickets to closure.
• Assist with user onboarding and off‑boarding, including device installation and configuration.
• Maintain accurate records in the ITSM/ticketing system and follow ITSM processes.

Required profile

• Bachelor’s degree or diploma in IT, Computer Science, Information Systems or related field.
• Experience in Service Desk, Help Desk or Desktop Support is preferred.
• Good communication and customer‑service skills.
• Strong problem‑solving ability and willingness to work in shifts if required.

Required skills

• Windows operating system.
• Microsoft 365 suite (Outlook, Teams).
• Active Directory.
• ITSM/ticketing tools.
• Hardware and software troubleshooting.
• Network troubleshooting basics.
• ITIL knowledge or certification (advantage).