Dubai IT Service Desk Analyst - 1st Line Support (Arabic)

Sanvi Engineering And Business Consulting Solutions

Dubai

On-site

AED 67,000 - 78,000

Full time

8 days ago

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Sanvi Engineering And Business Consulting Solutions in Dubai invites applications for a Tier 1 Service Desk Analyst. You will act as the first contact point across a 573-location estate, logging, triaging and resolving contacts at first line within defined response and resolution targets.

Role requires Windows 10/11 and Microsoft 365 troubleshooting, AD basics, basic networking, and strong written English and Arabic.

Qualifications

Diploma or Bachelor's degree in IT or related discipline.
Arabic language mandatory; English proficiency required.
ITIL Foundation preferred; CompTIA A+ or Microsoft fundamentals advantageous.

Responsibilities

Answer contacts via phone, email, self-service portal and chat within target response times.
Log all contacts with correct categorisation, priority, impact and urgency.
Resolve first-line issues using knowledge articles - password resets, account unlocks, basic application, printing and connectivity issues.
Route unresolved contacts to the correct resolver group with complete diagnostic information.
Keep users informed of progress and manage expectations through to closure.
Escalate potential major incidents to the Supervisor immediately on identification.
Provide feedback on knowledge article accuracy and gaps.
Support user communications during planned changes and outages.
Meet individual quality, productivity and customer satisfaction targets.