Service Desk Analyst

About the role

The Service Desk Analyst will be the first point of contact for users across a 573‑location estate in the UAE. You will log, triage and resolve incidents and service requests, ensuring compliance with agreed response and resolution targets.

Key responsibilities

• Receive and handle user contacts via phone, email, self‑service portal and chat, meeting SLA commitments.
• Accurately log, categorize, prioritize and document all tickets in the ITSM system.
• Resolve first‑line technical issues such as password resets, account unlocks, printing, connectivity and basic application problems.
• Perform initial troubleshooting, gather diagnostic data and route unresolved cases to the appropriate resolver group.
• Communicate incident progress to users, manage expectations and ensure timely closure.
• Escalate potential major incidents to the Service Desk Supervisor following the defined process.
• Provide feedback on knowledge articles and support communications during planned changes or outages.
• Consistently meet quality, productivity, SLA and customer‑satisfaction targets.

Required profile

• Bachelor’s degree or diploma in IT or a related field.
• 1–3 years of experience in a service‑desk or first‑line support role.
• Experience in education‑sector IT environments is a strong advantage.
• Arabic language capability is highly valued.
• Ability to be on‑call for escalations outside core hours.
• Clean police clearance and security vetting.

Required skills

• Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN and Wi‑Fi.
• Remote support and endpoint management tools.
• ITSM platform proficiency.
• Basic PowerShell scripting for diagnostics.
• Knowledge‑authoring capability.