Dubai-Based SLA-Driven Support Desk Specialist

Nexus Solutions; United Arab Emirates; On-site; AED 56,000 - 89,000; Full time

Benefits offered by this job

Premium Medical Insurance

Performance-Based Bonuses

Visa Sponsorship

Corporate Benefits

Job summary

Nexus Solutions is seeking a Support Desk Associate in Dubai to manage inbound tickets, triage and route requests, and ensure SLA compliance. You will coordinate with Account Management and operations teams to maintain smooth ticket flows and timely resolutions.

Ideal candidates have 2+ years in a help desk role, experience with Jira/Zoho, and a strong focus on accuracy and structured logging. CRM exposure and international experience are a plus.

Qualifications

• 2+ years' experience in a support/help desk, or ticket triage role.
• Hands-on experience with a ticketing system (Jira, Zoho, or similar).
• Nice to have: iGaming/SaaS/platform experience and CRM exposure.

Responsibilities

• Act as the single intake point for all inbound tickets and inquiries.
• Log every contact in the ticketing system with accurate data.
• Triage and categorize tickets using defined framework.
• Route tickets to correct teams with full context.
• Monitor open tickets and chase lagging items until closure.
• Provide structured summaries for stakeholders.

Skills

Ticket triage

SLA adherence

Clear written communication

Organized process-driven

Ownership mindset

Pattern recognition

Education

2+ years in support/help desk

Tools

Jira

Zoho

CRM systems

Job description

Nexus Solutions is seeking a Support Desk Associate in Dubai to manage inbound tickets, triage and route requests, and ensure SLA compliance. You will coordinate with Account Management and operations teams to maintain smooth ticket flows and timely resolutions.

Ideal candidates have 2+ years in a help desk role, experience with Jira/Zoho, and a strong focus on accuracy and structured logging. CRM exposure and international experience are a plus.