A provider in IT managed services and enterprise IT support, delivering on-site technical support, desktop engineering, and operational helpdesk services across corporate and public-sector clients in the UAE. We operate 24x7 support models and partner with global vendors to ensure continuity of end-user computing and network services. This opening is for an on-site, Level 1 IT Service Desk Analyst supporting UAE sites and regional users.
Primary role title: IT Service Desk Analyst (Level 1) — On-site, United Arab Emirates
Role & Responsibilities
- Respond to incoming incidents and service requests via phone, email and ticketing system; log, prioritise, and resolve or escalate per SLA.
- Provide first-line troubleshooting for desktop/laptop, Microsoft 365, account/password issues, and basic network connectivity.
- Manage user accounts and permissions in Active Directory and support user onboarding/offboarding tasks.
- Use ServiceNow/Jira to update ticket records, run diagnostics, and communicate status to end-users and stakeholders.
- Perform hardware diagnostics and coordinate on-site repairs or replacement with field engineers and vendors.
- Follow defined procedures and runbooks; contribute to knowledge base articles and continuous improvement initiatives.
Skills & Qualifications
- Must-Have — Proven hands-on experience supporting end-users in an on-site service desk environment with demonstrable incident management skills.
- Must-Have — Proficiency with ticketing platforms such as ServiceNow or Jira Service Desk and accurate ticket lifecycle management.
- Must-Have — Technical troubleshooting skills: Active Directory, Microsoft 365, Windows OS, RDP, and basic TCP/IP networking.
- Must-Have — Strong documentation practices and ability to follow escalation matrices and runbooks.
- Preferred — ITIL Foundation certification or equivalent understanding of IT service management processes.
- Preferred — Experience with endpoint management tools (SCCM/Intune) or VoIP/UC troubleshooting is advantageous.
Benefits & Culture Highlights
- Competitive UAE on-site compensation with opportunities for overtime / shift allowances where applicable.
- Structured career ladder into L2/L3 engineering roles and access to vendor training and certifications.
- Fast-paced, supportive operations team with focus on knowledge sharing and professional development.
Skills: microsoft,it service,it,incident management,active directory,troubleshooting,jira,servicenow,basic,management
