16118 - Technician – IT Service Desk

ParamInfo

Dubai

On-site

AED 90,000 - 120,000

Full time

4 hours ago

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Job summary

ParamInfo in Dubai, UAE is seeking a seasoned IT Service Desk Technician to support day-to-day IT operations and act as the SPOC for incidents and service requests. You will guide junior technicians, manage escalations, and ensure high quality support across a 24x7 roster.

The role emphasizes compliance with incident management processes, SLA adherence, and ongoing knowledge-base improvements, with collaboration across IT teams to resolve complex issues.

Qualifications

5+ years of experience in IT Service Desk operations.

Responsibilities

Provide second-level technical support and resolve escalated incidents and service requests.
Ensure adherence to SLAs and proper incident and request management processes.
Guide technicians, monitor SLAs and KPIs, and report non-compliance.

Job description

Scope Purpose:

Support the effective day-to-day operation of the IT Service Desk as company single point of contact (SPOC), resolve escalated incidents and service requests, and guide Service Desk Technicians in delivering consistent support.

Operating Model:

Staff augmentation under Company day-to-day direction. The role provides operational guidance, second-level service-desk support and shift escalation but does not replace company people-management, process-ownership or approval authority.

Coverage:

24×7 roster-based coverage, including weekends and public holidays, with formal shift handover and escalation support during critical incidents.

Headcount:

Refer to the consolidated Headcount Allocation sheet when issued.

Key Responsibilities:

1. Escalated Technical Support

Provide second-level technical support to employees, resolving complex incidents and service requests escalated by Technicians.
Resolve within assigned access or escalated with complete diagnostic details.

2. SLA and Process Compliance

Ensure incidents and service requests are resolved within agreed SLAs and follow the approved incident and service-request management processes.
Maintain accurate tickets, user updates and timely SLA escalation.

3. Technician Guidance and KPI Monitoring

Ensure Technicians follow the approved processes, provide guidance as needed, and assist in monitoring SLAs and KPIs.
Provide guidance and report process or KPI non-compliance to company.

4. Reporting and Trend Analysis

Provide input for monthly Service Desk reports, analyze request trends and suggest improvements.
Use validated ITSM data and highlight trends requiring action.

5. 24×7 Support and Critical Escalation

Provide support according to the 24×7 roster and act as an escalation point for Technicians during critical incidents.
Follow the roster and escalated critical incidents through the approved process.

6. Training and Mentorship

Identify Technician training needs, coordinate with the IT Training team, and provide on-the-job training and mentorship.
Record agreed coaching and coordinate formal training needs with company.

7. Service Desk Improvement

Identify and recommend improvements to enhance Service Desk performance.
Submit practical improvement recommendations for company approval.
Collaborate with other IT teams, including network and security teams, to resolve technical issues.
Use approved resolver groups and escalation paths to progress issues.
Coordinate with Technicians to support smooth operations and effective issue resolution.
Coordinate workload, follow-up and shift handover without line-management authority.

10. Knowledge-Base Maintenance

Contribute to the development and maintenance of the Service Desk knowledge base.
Submit accurate and current content through the approved knowledge-review process.

11. Solution Documentation and Sharing

Ensure Technicians document solutions and share knowledge effectively.
Record reusable solutions and troubleshooting steps clearly in approved systems.
Conduct initial post-incident reviews and elevate findings for further action and resolution.
Capture timelines, lessons and actions for escalation to the accountable owner.

13. User-Access Administration

Assist in managing user access to applications and services.
Process only authorized access requests and retain approval evidence.

14. Access-Policy Compliance

Ensure compliance with user-access policies and procedures.
Apply access controls and immediately elevate suspected security issues.

Bidder Note

This sheet supplements the common baseline requirements in T1 - Functionality with Lot-specific scope and requirements. Where this Lot states a higher or more specific requirement, this Lot requirement applies. Bidder compliance responses remain in the main RFP response sheets, and resource quantities are provided through Headcount Allocation.

Required Skills

Skill

Years

Months

Technician – IT Service Desk 5 0

Escalated Technical Support 5 0

SLA and Process Compliance 5 0

Technician Guidance and KPI Monitoring 5 0

Reporting and Trend Analysis 5 0

24×7 Support and Critical Escalation 5 0

Service Desk Improvement 5 0

Technician Coordination 5 0