IT Support Service Desk Specialist

About the role

We are seeking an experienced IT Support / Service Desk Specialist to deliver first‑line technical assistance to end users in Abu Dhabi. The role involves troubleshooting hardware and software issues, handling service requests, and ensuring timely resolution while supporting both remote and onsite users.

Key responsibilities

• Provide L1 IT support to end users via remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests using the ITSM ticketing system.
• Support desktops, laptops, printers, mobile devices, Windows, macOS, and Microsoft Office applications.
• Troubleshoot basic networking issues such as TCP/IP, DNS, DHCP, and connectivity problems.
• Handle password resets, access requests, authentication, and account‑related issues.
• Install, configure, update, and patch software and end‑user devices.
• Maintain accurate IT asset records and assist with equipment tracking.
• Support onboarding and IT setup for new employees.
• Escalate complex incidents to L2/L3 teams with complete documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and propose service improvements.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of hands‑on IT Support / Service Desk experience (preferably 3–5 years).
• Strong experience with Windows, macOS, and end‑user devices.
• Good knowledge of ITSM/ticketing systems, preferably ManageEngine.
• Basic understanding of Incident, Service Request, Change, and Problem Management.
• Arabic and English communication skills.
• Preferred certifications: CompTIA A+, Microsoft MCP, ITIL Foundation.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office suite
• Desktop and laptop hardware
• Printers and mobile devices
• TCP/IP, DNS, DHCP networking basics
• ManageEngine ITSM/ticketing system
• Incident and Service Request Management
• Change and Problem Management concepts
• Software installation, configuration, updates, and security patching
• Remote support tools and techniques