Senior Service Desk Agent (Arabic Required) – Dubai

About the role

The Senior Service Desk Agent will act as the primary technical resolver on a busy IT Managed Services desk in Dubai. This senior position handles the most complex tickets, mentors Tier‑1 analysts, and ensures high first‑contact resolution rates while supporting VIP and politically sensitive requests.

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‑base articles for recurring and emerging issues.
• Support major incident triage, impact assessment and information gathering.
• Identify repeat‑contact patterns and raise problem candidates into Problem Management.

Required profile

• 5‑7 years of experience in a Managed Services or Service Desk environment.
• Bachelor’s degree or diploma in IT (or related field) and preferably Microsoft certifications (MD‑102, MS‑900) and ITIL Foundation.
• Fluent Arabic (mandatory) and proficient English.
• Willingness to work rotating shifts, including weekends, with 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.
• ITSM platform proficiency.
• Basic PowerShell for diagnostics.
• Strong knowledge‑authoring capability.