Dubai IT Service Desk Agent — End-User Support & Resolution

Halian | Managed Services, Recruitment Agency & Contract Staffing; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Halian Group is seeking a Service Desk Agent to join our client’s IT operations in Dubai. The role provides day-to-day technical support for educational institutions across the UAE, handling end-user hardware, software, and network issues as the first point of contact.

You will own incidents through their lifecycle, coordinate with L2/L3 and vendors, and ensure timely resolution while maintaining clear communication with users. Fluent Arabic and English required.

Qualifications

• BSc. degree in a technical IT field.
• 3+ years of IT service desk experience.
• Basic understanding of networks, MS Office, Windows.
• Fluent in Arabic and English.
• Experience with ITSM tools (Remedy, ManageEngine, ServiceDesk, Ivanti).

Responsibilities

• Provide day-to-day service desk support for educational institutions in the UAE.
• Own incidents through lifecycle and coordinate activities until resolution.
• Log, track, and close requests using ITSM tool.
• L1/initial technical investigation and first call resolution.
• Coordinate with L2/L3 and third-party support groups.
• Act as single point of contact for end users.
• Escalate and assign requests appropriately.
• Authenticate end-user identity before processing requests.

Skills

IT support

Customer service

Arabic and English

End-user support

Problem solving

Communication skills

Education

BSc in IT

Tools

Remedy

ManageEngine

ServiceDesk

Ivanti

Job description

Halian Group is seeking a Service Desk Agent to join our client’s IT operations in Dubai. The role provides day-to-day technical support for educational institutions across the UAE, handling end-user hardware, software, and network issues as the first point of contact.

You will own incidents through their lifecycle, coordinate with L2/L3 and vendors, and ensure timely resolution while maintaining clear communication with users. Fluent Arabic and English required.