Help Desk Analyst

applydubaijob.com; Dubai; Remote; AED 101,000 - 142,000; Full time

Job summary

World Travel Holdings is seeking a detail-oriented Help Desk Analyst to join its End User Support Team in a remote position. You’ll be responsible for resolving technical issues reported through the ticketing system and ensuring smooth technology operations across the organization.

You’ll provide technical support to end users, troubleshoot hardware and software issues, maintain accurate documentation, and deliver excellent customer service.

Qualifications

• Minimum high school diploma or equivalent.
• Experience in a technical support or help desk role with ticketing systems.
• Knowledge of Microsoft Windows 11 desktops and Microsoft 365.
• Experience with Active Directory/Entra ID/Azure AD.
• Understanding of TCP/IP, DHCP, DNS and networking protocols.

Responsibilities

• Resolve technical issues reported through the company ticketing system.
• Troubleshoot desktop, laptop, software, hardware, and network problems.
• Provide timely support and maintain high first-contact resolution rates.
• Document incidents, troubleshooting steps, and resolutions clearly.
• Manage multiple support tickets with proper follow-up and completion.
• Assist users with Microsoft Windows systems and Microsoft 365 applications.
• Identify potential security concerns and escalate appropriately.
• Collaborate with the Help Desk team to improve workflows.

Skills

Ticketing system experience

End-user support experience

Windows 11 & Microsoft 365

Active Directory/Entra ID/Azure AD

TCP/IP/DHCP/DNS knowledge

Education

High School Diploma or equivalent

Tools

Microsoft Windows Server administration

Exchange Server/Exchange Online

A+ or Network+ certification

Job description

Job Title: Help Desk Analyst

Employer: World Travel Holdings

Job Location: Remote, United States

Employment Type: Full Time

Salary: $24.00 per hour

Candidate Prerequisites: Ticketing System & End-User Support Experience | Microsoft Windows 11 & Microsoft 365 | Active Directory/Entra ID/Azure AD | TCP/IP, DHCP & DNS Knowledge

Position Summary

World Travel Holdings is seeking a detail-oriented and customer-focused Help Desk Analyst to join its End User Support Team in a remote position. You’ll be responsible for resolving technical issues reported through the ticketing system and ensuring smooth technology operations across the organization.

You’ll provide technical support to end users, troubleshoot hardware and software issues, maintain accurate documentation, and deliver excellent customer service. This position requires strong problem-solving abilities, technical knowledge, and the ability to manage support requests efficiently in a remote environment.

Core Accountabilities

• Resolve technical issues reported through the company ticketing system.
• Troubleshoot desktop, laptop, software, hardware, and network-related problems.
• Provide timely support and maintain high first-contact resolution rates where possible.
• Document incidents, troubleshooting steps, and resolutions accurately.
• Manage multiple support tickets while ensuring proper follow-up and completion.
• Assist users with Microsoft Windows systems, Microsoft 365 applications, and other technology platforms.
• Identify potential security concerns and follow appropriate escalation procedures.
• Collaborate with the Help Desk team to improve workflows and support processes.
• Maintain clear communication with users and provide a positive support experience.

Skills & Experience Required

Education & Experience: High School Diploma or equivalent; previous experience in a technical support or help desk role, including experience using ticketing systems to document, prioritize, and resolve end-user support requests.

Technical Proficiency: Knowledge of Microsoft Windows 11 desktops and laptops; experience with computer upgrades, troubleshooting, and hardware replacement; understanding of TCP/IP, DHCP, DNS, and networking protocols; working knowledge of Microsoft Windows Server administration; experience with Active Directory, Microsoft Entra ID, and Azure Active Directory; strong knowledge of Microsoft 365 applications (Word, Excel, Outlook); experience supporting Microsoft Exchange Server and Exchange Online; macOS experience preferred; A+ or Network+ certification preferred.

Core Competencies: Excellent written and verbal communication skills; ability to create clear technical documentation; ability to work Saturday through Wednesday, 11:00 AM to 8:00 PM EST.