24/7 Retail Tech Support Specialist

DU; Dubai; On-site; AED 140,000 - 190,000; Full time

Job summary

DU UAE, a young UAE-based company, is seeking a Service Desk Analyst to provide round-the-clock technical support for customers over phone and email. You will log and categorize incidents, perform remote diagnostics, and escalate complex issues to the appropriate resolver group while keeping customers informed.

The role requires a BSc in Telecommunications or Computer Engineering and 1–3 years of telecom experience, with strong communication and customer-service skills in a fast-paced

Qualifications

• B Sc in Telecommunications or Computer Engineering.
• 1–3 years of solid telecom industry experience.

Responsibilities

• Ensure full availability of Service Desk telephone and email support 24x7.
• Serve as the first point of contact for customers seeking technical assistance.
• Log incidents and service requests in the service desk tool and monitor queues.
• Perform remote troubleshooting and determine best solution based on issue details.
• Escalate unresolved issues to the next level of support/resolver group.
• Provide accurate information on IT products or services and follow up with customers.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Clear written/oral communication

Problem resolution

Education

B Sc in Telecommunications/Computer Engineering

Tools

HP Service Management

MS Office

Job description

DU UAE, a young UAE-based company, is seeking a Service Desk Analyst to provide round-the-clock technical support for customers over phone and email. You will log and categorize incidents, perform remote diagnostics, and escalate complex issues to the appropriate resolver group while keeping customers informed.

The role requires a BSc in Telecommunications or Computer Engineering and 1–3 years of telecom experience, with strong communication and customer-service skills in a fast-paced