Bilingual IT Service Desk Specialist

Halian | Managed Services, Recruitment Agency & Contract Staffing

Dubai

On-site

AED 96,000 - 144,000

Full time

14 days+

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Job summary

Halian invites applications for a Service Desk Agent in Dubai to provide first-line IT support for educational institutions across the UAE. You will investigate issues with end-user hardware, software, and network systems, escalating where necessary while owning the incident lifecycle and ensuring timely updates to users.

Expected to log and close tickets via ITSM tools, triage requests, and coordinate with Level 2/3 teams and third-party vendors.

Qualifications

BSc or higher in information technology or a related technical field.
Minimum of 3 years in IT service desk or call center.
Fluent in Arabic (native) and English.
Experience with recognized ITSM tools (Remedy, Manage Engine, Ivanti, etc).
Solid customer service, communication and analytical skills.

Responsibilities

Provide day-to-day Service Desk support for educational institutions across the UAE.
Act as first point of contact for initial technical investigation of end-user hardware and applications.
Escalate unresolved issues to Level 2/3 or third-party vendors and own the lifecycle to resolution.
Log, track, and close incidents and service requests using an ITSM tool.
Coordinate changes with customers and NOC engineers; maintain user communication throughout.