Service Desk Analyst

Are you the calm, quick-thinking problem-solver who loves turning tech frustrations into smooth wins We're a fast-growing, innovative organization in Dubai's dynamic business landscape, and we're looking for a Service Desk Analyst to join our IT team. If you're passionate about delivering outstanding support, troubleshooting with ease, and helping a diverse team stay productive, this is your chance to make a real difference every day!

In this essential frontline role, you'll be the first point of contact for IT support, resolving issues efficiently, escalating when needed, and ensuring our systems run like clockwork. You'll thrive in a supportive environment where your contributions directly impact operations and user satisfaction.

What You'll Do:

• Provide first-line technical support via phone, email, and ticketing system for hardware, software, network, and application issues.
• Diagnose, troubleshoot, and resolve common IT problems remotely or on-site, while documenting solutions in the knowledge base.
• Escalate complex incidents to senior IT teams, follow up on progress, and keep users informed throughout.
• Assist with user onboarding/offboarding, software installations, password resets, and basic system configurations.
• Monitor service desk queues, prioritize tickets, and maintain high standards of customer service and response times.
• Contribute to IT documentation, process improvements, and occasional preventive maintenance tasks.

What We're Looking For:

• 1-3 years of experience in IT service desk, helpdesk, or technical support roles.
• Solid knowledge of Windows/Mac OS, Microsoft Office 365, basic networking (TCP/IP, VPN), and common software applications.
• Certification like CompTIA A+, ITIL Foundation, or Microsoft Certified is a strong plus.
• Excellent communication skills in English (additional languages welcome), with a patient and professional approach to user support.
• Strong problem-solving mindset, attention to detail, and ability to work shifts if required.
• UAE-based with relevant visa/eligibility.

Join a collaborative, multicultural team that values growth and work-life balance. Enjoy a competitive salary of AED 6,500 - 7,000, medical insurance, annual leave, professional development opportunities, and the satisfaction of keeping everything running smoothly in an exciting Dubai setting.