IT Analyst | Desktop Support Engineer

Marex Group; United Arab Emirates; On-site; AED 70,000 - 110,000; Full time

Job summary

Marex Group in Dubai seeks an experienced Service Desk Technician to provide first-line IT support for business users. You will diagnose and resolve hardware, software and system issues, log incidents, manage requests, and escalate where needed, all while delivering strong customer service and adhering to ITIL and SLA requirements.

Responsibilities include logging incidents in the service desk system, managing JIRA tickets, writing documentation, and ensuring knowledge is shared across the team.

Qualifications

• Experience with Microsoft technologies and ITIL practices.
• Strong knowledge of Windows Server, Active Directory and Exchange.
• Proactive incident logging and management with adherence to SLAs.
• Good communication and ability to work within regulatory guidelines.

Responsibilities

• Accurate logging of all incidents, service requests and changes in the Service Desk system.
• JIRA management and timely resolution of tickets.
• Effective escalation of tickets when needed.
• Provide professional customer service and ensure SLA adherence.
• Knowledge sharing via a knowledge base system.
• Support standard Microsoft technologies.
• Write documentation and keep knowledge up-to-date.
• Align working practices with ITIL where appropriate.
• Provide out-of-hours support per on-call rota and shift pattern (6am–7pm, Mon–Fri).
• Contribute to departmental projects, including occasional weekend work.
• Ensure compliance with regulatory requirements under FCA/AML-related guidelines.

Skills

Windows Server

Active Directory

Microsoft Exchange

Windows OS

ITIL knowledge

Tools

JIRA

Microsoft Tools

Documentation Tools

Job description

Working as a part of the Service Desk you will be responsible for providing first-line technical support to business users in the Dubai office diagnosing and resolving hardware software and system-related issues to minimise disruption to business operations. You will log track and manage incidents and service requests escalation of complex issues when required and deliver excellent customer service while ensuring adherence to IT service management processes and service level agreements SLAs.

Responsibilities

• Accurate logging of all Incidents Service requests and Changes in the Service Desk system


• JIRA Management and timely resolution of Service Desk tickets


• Effective escalation of tickets


• Ensure customers are dealt with professionally and efficiently


• Knowledge sharing with other team members through a knowledge base system


• Support of Standard Microsoft Technologies


• Writing documentation and maintaining knowledge of new technologies and how they can help the company


• Ensure technical skills are updated in line with company requirements


• Endeavour to align working practices to ITIL framework where appropriate


• Providing out of hours support to users as per the on-call rota


• Providing support as part of a shift pattern from 6am-7pm Monday to Friday


• All members of the team are expected to contribute to departmental projects and this can include weekend work time to time


• Ensuring compliance with the company's regulatory requirements under the FCA NFA AMF AFM MAS


• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with


• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values


• At all times complying with the FCA's Code of Conduct


• To ensure that you are fully aware of and adhere to internal policies that relate to you your role or any other activities for which you have any level of responsibility


• To report any breaches of policy to Compliance and or your supervisor as required


• To elevate risk events immediately


• To provide input to risk management processes as required

Skills and Experience:Essential:

• Standard Microsoft Technologies


• Microsoft Windows Server Systems (2008/2012/2016)


• Microsoft Active Directory (DNS/DHCP/GPO etc.)


• Microsoft Exchange


• Supporting Windows OS and desktop hardware and software


• You will also be expected to have a good current knowledge of relevant technologies and best practices.

Not vital but advantageous:

• ITIL v3


• Microsoft MCSE


• Citrix


• Cisco

Desirable:

• ITIL v3


• Microsoft MCSE


• Citrix


• Cisco

Competencies:

• Maintaining calm composure and effective under pressure.


• Flexible, adaptable, and responsive to change.


• Eager to learn and committed to continuous improvement.


• Excellent communication and stakeholder management skills.


• Strong written and verbal communication skills, with the ability to explain complex concepts in a clear, user-friendly manner.

Conduct Rules , You must:

• Act with integrity


• Act with due skill, care and diligence


• Be open and cooperative with the FCA, the PRA and other regulators


• Pay due regard to the interests of customers and treat them fairly


• Observe proper standard of market conduct


• Act to deliver good outcomes for retail customers