Service Desk Analyst

Experience: 1–3 Years Reports To: Service Desk Supervisor Languages: English/Arabic – Both Required Location: UAE Role Summary: Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving contacts at first line within agreed response and resolution targets.

Key Responsibilities

Handle user contacts through phone, email, self-service portal, and chat, ensuring response and resolution within agreed service levels. Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system. Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues.

Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group. Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure. Identify and immediately escalate potential major incidents to the Supervisor in accordance with the defined escalation process.

Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement. Support user communications during planned changes, service disruptions, and outages. Consistently meet defined quality, productivity, SLA, and customer satisfaction targets.

Requirements

Required Skills & Competencies Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting. Networking troubleshooting

• TCP/IP, DNS, DHCP, VPN, Wi-Fi. Remote support and endpoint management tooling. Strong knowledge authoring capability. ITSM platform proficiency. Basic Power. Shell for diagnostics.

Qualifications

& Certifications Bachelor's degree or diploma in IT or a related discipline. Microsoft certification (MD-102, MS-900 or equivalent) preferred. ITIL Foundation.

Education

Sector Experience Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage. Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements Arabic language capability is a significant advantage given the bilingual user base. Availability for escalation outside core hours Clean police clearance and security vetting.