Information Technology Analyst

Gemcorp ICS; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm in Dubai is seeking a member of the End User Computing team to provide IT support, contribute to problem management, and enhance user experience. The ideal candidate should have strong technical knowledge, be fluent in English and Portuguese, and possess experience with ITSM tools. This role offers an opportunity to work in a dynamic environment focused on delivering effective technology solutions.

Qualifications

• Fluent in English and Portuguese (written and spoken).
• Proven experience in an IT support or desktop support role.
• Strong understanding of Microsoft desktop estate including Windows 11 and Office 365.

Responsibilities

• Provide fault resolution to limit and address incidents promptly.
• Contribute to effective problem management for recurring incidents.
• Assist users by providing training and advice on IT capabilities.

Skills

Verbal Communication

Customer Focus

IT Support

Operating System Setup and Maintenance

Tools

ServiceNow

Jira

Job description

We believe all people deserve access to essential services: water, energy, food, healthcare, education, and resilient infrastructure. These are the foundations of dignity and development.

Our purpose is to mobilize capital with operational capacity to unlock the systems that make access possible, transforming realities and creating lasting impact in emerging markets.

Our Mission is deliver integrated, high-impact solutions that expand access to essential services – combining operational execution, local presence, strategic partnerships, and sustainable capital.

We are looking a member of the End User Computing team. The purpose of this team is to design and implement End User technologies, policies and processes, to achieve best practice maturity levels, that result in technology that is reliable (high levels of uptime) and secure, and deliver an efficient and effective IT operational service (incidents and service requests) to the firm, with high levels of customer satisfaction, measured by a qualitative and quantitively scorecard.

Main Responsibilities

• Fault Diagnoses and Correction: Provide fault resolution to limit and address incidents promptly, ensuring customers are kept up to date through to resolution.
• Problem Management: Contribute to and ensure effective problem management takes place, so that recurring incidents are identified as problems, and those problems are resolved, preventing further incidents.
• User Support: Provide advice, training and assistance to users to resolve their queries and ensure the IT capabilities are well understood, and our users get the most out of our IT capabilities.
• Service Request Provision: Process Service Requests in a timely manner, ensuring customers are kept up to date through to completion.
• Administration. Perform system and user administration activities.
• Testing: Design and perform tests to monitor, diagnose and resolve issues.
• Installation and Configuration: Perform installation and configuration of operating systems, software and applications.
• Improvement and Innovation: Identify shortcomings in existing technologies, policies and procedures, and use established change management programs to address them.
• Data Collection and Analysis Produce accurate reports by collecting data from a variety of standard sources and inputting it into standard formats.
• Knowledge Management: Use the knowledge management systems to assist in effective fault diagnosis and correct, user support and service request provision, and ensure knowledge management systems are kept up to date.
• Operational Compliance: Develop knowledge and understanding of the organisations policies and processes to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager in the IT team for any exceptions before progressing.
• Work Scheduling and Allocation: Organise own work schedule effectively, coordinating with colleagues in IT, across the company and third-party vendors as necessary.
• Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications, Experience and Skills

• Verbal Communication: Works with full competence to express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works without supervision and may provide technical guidance.
• Office Systems Management: Works with full competence to select and deploy the appropriate office system and to use it to optimum effect. Typically works without supervision and may provide technical guidance. Administrative Support, Administrative Tasks , Front Office Support , Liaising with Stakeholders, Service Desk Operations.
• Operating System Setup and Maintenance: Works with full competence to set up and maintain operating systems. Typically works without supervision and may provide technical guidance. Windows / AD Administration, Windows / AD Management, Windows Operating System, Windows / AD System Administration, Troubleshooting Log file.
• IT Support: Works with full competence to monitor, diagnose and fix problems with technology products. Typically works without supervision and may provide technical guidance.
• Applications Support, End User Workplace Support, End User Software Support.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organisation to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
• Language: Must be fluent in English and Portuguese (written and spoken).

Experience and Knowledge:

• Strong technical knowledge across all the various facets of user and desktop support.
• Proven experience in an IT support or desktop support role.
• Strong understanding of a Microsoft desktop estate including Windows 11, Office 365, Active Directory/Entra and common desktop applications.
• Familiarity with ITSM tools and ticketing systems (e.g. ServiceNow, Jira).
• Solid understanding of networking fundamentals and troubleshooting practices.
• Certifications such as ITIL, Microsoft, or at least be able to demonstrate this knowledge.

Gemcorp follows a fair and transparent process, based on the skills and qualifications of candidates. We actively encourage diversity in hiring, aiming for a representative and inclusive workforce.