Tier 1 Service Desk Analyst (Arabic Required) – Dubai

About the role

The Tier 1 Service Desk Analyst is the first point of contact for users across a 573‑location estate in Dubai. You will log, triage and resolve incidents within agreed response and resolution targets, ensuring a smooth end‑user experience. The role requires fluent Arabic and strong English communication skills.

Key responsibilities

• Answer contacts via phone, email, self‑service portal and chat within target response times.
• Log all contacts accurately with correct categorisation, priority, impact and urgency.
• Resolve first‑line issues using knowledge articles (password resets, account unlocks, basic application, printing and connectivity problems).
• Route unresolved contacts to the appropriate resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Service Desk Supervisor immediately.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

Required profile

• Diploma or Bachelor’s degree in IT or a related discipline.
• ITIL Foundation preferred; CompTIA A+ or Microsoft Fundamentals an advantage.
• 1‑3 years experience in a Managed Services or Service Desk environment.
• Fluent Arabic (mandatory) and proficient English.
• Willingness to work rotating shifts, including weekends and early/late cover.
• Clean police clearance and security vetting.
• Patience and empathy when supporting non‑technical users.

Required skills

• Windows 10/11 and Microsoft 365 end‑user troubleshooting.
• Active Directory basics – password resets, unlocks, group membership.
• Basic networking concepts and connectivity troubleshooting.
• ITSM tool experience (ServiceNow or equivalent).
• Clear telephone manner and strong written communication in both Arabic and English.