Bilingual IT Help Desk Analyst – UAE

TOCUMULUS; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

TOCUMULUS is seeking a Service Desk Analyst in the UAE to be the first point of contact for users across a 573-location estate. You will log, triage, and resolve incidents, primarily at first line, using established ITSM processes.

The role requires 1–3 years of experience, English/Arabic proficiency, and teamwork in a fast-paced IT environment. UAE location with potential after-hours support may apply.

Qualifications

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

Responsibilities

• Act as first point of contact for users and resolve incidents at first line.
• Log, categorize and document incidents in the ITSM system with accuracy.
• Troubleshoot first-line technical issues including password resets and connectivity.
• Escalate major incidents per defined processes and communicate progress to users.
• Assist during planned changes and service disruptions while maintaining SLA targets.
• Provide feedback to improve knowledge articles and support content.

Skills

Windows troubleshooting

Microsoft 365

Exchange Online

Active Directory

Networking basics

Remote support

PowerShell basics

ITSM proficiency

Education

Bachelor's degree in IT or related

ITIL Foundation

Microsoft certifications (MD-102, MS-900 or equivalent)

Tools

ITSM platform

Remote management tooling

AD tooling

Job description

TOCUMULUS is seeking a Service Desk Analyst in the UAE to be the first point of contact for users across a 573-location estate. You will log, triage, and resolve incidents, primarily at first line, using established ITSM processes.

The role requires 1–3 years of experience, English/Arabic proficiency, and teamwork in a fast-paced IT environment. UAE location with potential after-hours support may apply.