Service Desk Officer (UAE)

About the role

Core42 is seeking a Service Desk Officer to be the first point of contact for IT‑related enquiries from its digital transformation clients in the UAE. You will deliver prompt, courteous support and help maintain high customer satisfaction.

Key responsibilities

• Respond to service requests, incidents and enquiries via phone, email and ticketing system.
• Diagnose and resolve hardware, software and network issues related to digital transformation solutions.
• Create, update and manage support tickets with accurate documentation.
• Escalate complex cases to higher‑tier teams and use remote support tools to minimise on‑site visits.
• Keep clients informed about ticket progress and advise junior agents on problem‑resolution procedures.
• Document common issues, train new hires and suggest improvements to Service Desk processes.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field.
• 2‑4 years of experience in a Service Desk or technical support role, preferably in a global IT environment.
• Strong analytical ability, patience and excellent communication skills.
• Organisational skills with the ability to prioritise tasks effectively.

Required skills

• IT infrastructure knowledge
• Cloud computing principles
• Cybersecurity fundamentals
• Remote support tools
• Ticketing and service management systems

What we offer

• Competitive salary package
• Performance‑based annual bonus
• Exclusive discount cards (Esaad and Fazaa)
• Premium family health insurance (medical, dental, vision, life)
• Access to unlimited learning platforms for professional development