Bilingual IT Service Desk Analyst (Arabic/English) – UAE

OmniHire

Dubai

On-site

AED 60,000 - 100,000

Full time

11 days ago

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Benefits offered by this job

Knowledge sharing culture

Job summary

OmniHire is seeking a proactive Service Desk Analyst to serve as the first point of contact for users in the UAE. You will log, triage and resolve incidents at first line within defined response and resolution targets, using ITSM tooling and knowledge articles.

English and Arabic proficiency is required to support a bilingual user base. Responsibilities include logging, categorizing, prioritizing incidents, performing initial troubleshooting, and coordinating with resolver groups.

Qualifications

Bachelor's degree or diploma in IT or related field.
Microsoft certifications (MD-102, MS-900 or equivalent) preferred.
ITIL Foundation certification.
Experience supporting education-sector IT environments is a plus.

Responsibilities

Log, triage and resolve incidents at first line within service targets.
Log and categorize incidents in the ITSM system, update status and closure.
Provide first-line troubleshooting for password resets, access, apps, printing, connectivity.
Perform initial diagnostics and escalate unresolved issues appropriately.
Communicate progress to users and manage expectations through to resolution.
Escalate major incidents per defined process and assist with planned changes.
Contribute feedback to improve knowledge articles and workflows.
Support users during outages and service disruptions.