Bilingual IT Help Desk Analyst — Arabic/English

Alpha Data LLC.; United Arab Emirates; Sur place; AED 60 000 - 100 000; Plein temps

Résumé du poste

Alpha Data LLC. is seeking a Tier 1 Service Desk Analyst to provide first-line IT support across a large, multi-site environment in the United Arab Emirates. The role requires fluency in English and Arabic, strong troubleshooting, and a customer-focused approach.

Education-sector experience is an advantage. The analyst will handle multiple channels (phone, email, portal, chat), log and categorize incidents, and resolve basic issues while routing complex problems to the appropriate teams.

Qualifications

• Diploma or Bachelor's degree in IT or related field.
• ITIL Foundation preferred.
• CompTIA A+ or Microsoft Fundamentals an advantage.

Responsabilités

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorization, priority, impact and urgency.
• Resolve first-line issues using knowledge articles - password resets, account unlocks, basic application, printing and connectivity issues.
• Route unresolved contacts to the correct resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Supervisor immediately on identification.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

Connaissances

Windows 10/11 troubleshooting

Microsoft 365 troubleshooting

Active Directory basics

Networking basics

English & Arabic fluency

Formation

Diploma or Bachelor's degree in IT or related

ITIL Foundation preferred

CompTIA A+ or Microsoft fundamentals advantageous

Outils

ServiceNow

ITSM tools

Description du poste

Alpha Data LLC. is seeking a Tier 1 Service Desk Analyst to provide first-line IT support across a large, multi-site environment in the United Arab Emirates. The role requires fluency in English and Arabic, strong troubleshooting, and a customer-focused approach.

Education-sector experience is an advantage. The analyst will handle multiple channels (phone, email, portal, chat), log and categorize incidents, and resolve basic issues while routing complex problems to the appropriate teams.