Service Desk Analyst

About the role

The Service Desk Analyst provides first‑line technical support to end users across the Gargash Group, ensuring incidents and service requests are resolved quickly and efficiently. This role is key to maintaining IT service excellence and meeting SLA commitments.

Key responsibilities

• Act as the initial point of contact for IT inquiries via phone, email, chat or ticketing system.
• Troubleshoot and resolve hardware, software and network issues for desktops, laptops, mobile devices and business applications.
• Escalate complex problems to higher‑level support teams following defined procedures.
• Log all incidents, requests and resolutions in the IT Service Management (ITSM) tool and keep tickets updated.
• Provide remote and on‑site assistance, manage user accounts and IT assets, and ensure compliance with security policies.

Required profile

• 1‑3 years of experience in an IT support, service desk or help‑desk role.
• Experience with ITIL processes is preferred.
• Bachelor’s degree in Information Technology, Computer Science or a related field.
• ITIL Foundation certification is an advantage.
• Relevant certifications such as Microsoft or CompTIA (A+, Network+) are a plus.

Required skills

• ITIL best practices
• Microsoft technologies
• CompTIA A+ certification
• CompTIA Network+ certification