Service Desk Agent – Dubai

About the role

The Service Desk Agent will be the first point of contact for end‑users in educational institutions across the UAE, providing day‑to‑day technical support for hardware, software, telecom and network issues.

Key responsibilities

• Receive, log and triage incidents and service requests via an ITSM tool.
• Perform first‑call resolution and basic investigations for desktop, laptop, peripheral, Windows and Office issues.
• Escalate unresolved tickets to Level 2/3 teams or third‑party vendors while maintaining ownership throughout the lifecycle.
• Communicate regularly with users, providing status updates until issues are confirmed resolved.
• Coordinate change requests with customers and the NOC, and authenticate users as required.

Required profile

• BSc degree in a technical IT field.
• Minimum three years of experience in a service desk or call‑center environment.
• Fluent in Arabic (native) and English.
• Strong customer‑service orientation and excellent communication skills.

Required skills

• Basic understanding of networking concepts.
• Proficiency with Microsoft Windows operating systems.
• Experience with Microsoft Office suite.
• Hands‑on experience with ITSM tools such as Remedy, ManageEngine, ServiceDesk, Ivanti.
• Ability to troubleshoot desktop and laptop hardware.