IT Help Desk Analyst (UAE National)

Al Masaood; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Al Masaood is seeking an IT Help Desk Analyst to provide first-level IT support, log and prioritize incidents, and communicate progress to users. The role collaborates with IT teams to resolve issues and maintains accurate knowledge base documentation.

You will work with standard procedures, adhere to SLAs, and follow information security policies while aiming for continuous improvement in service delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Experience in IT service desk or helpdesk environment.
• ITIL familiarity is preferred.

Responsibilities

• Log, categorize, prioritize, track and resolve IT incidents and service requests in the IT service management tool, escalating when required to achieve timely resolution against agreed SLAs.
• Provide first-contact support to business users, communicate ticket progress clearly, follow up on resolutions and collect feedback to maintain customer satisfaction.
• Coordinate with other IT teams, business partners, project teams and vendors to resolve complex issues and support IT projects and service delivery activities.
• Develop, update and share accurate knowledge base articles, troubleshooting guides and ticket records to improve support consistency and operational effectiveness.
• Follow company policies, procedures and information security standards, protecting confidential information and supporting compliance in all service desk activities.

Skills

First-line support

Incident management

Communication

Time management

Teamwork

Problem-solving

ITIL familiarity

Education

Bachelor's degree in Computer Science/IT

Tools

ITSM tool

Knowledge base software

Job description

The IT Help Desk Analyst provides first-level IT support by managing incidents and service requests, resolving user issues and communicating progress to ensure customer satisfaction and adherence to agreed service levels. The role collaborates with IT teams, maintains accurate support documentation and follows company policies and information security standards to support reliable service delivery and continuous improvement.

Key Responsibilities

• Log, categorize, prioritize, track and resolve IT incidents and service requests in the IT service management tool, escalating when required to achieve timely resolution against agreed SLAs.
• Provide first-contact support to business users, communicate ticket progress clearly, follow up on resolutions and collect feedback to maintain customer satisfaction.
• Coordinate with other IT teams, business partners, project teams and vendors to resolve complex issues and support IT projects and service delivery activities.
• Develop, update and share accurate knowledge base articles, troubleshooting guides and ticket records to improve support consistency and operational effectiveness.
• Follow company policies, procedures and information security standards, protecting confidential information and supporting compliance in all service desk activities.

Qualification and Experience

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Relevant certifications (e.g. CompTIA Network+, Apple Certified Support Professional or ITIL Foundation) are advantageous.
• At least 2–3 years of experience in an IT service desk or helpdesk environment, including experience in a similar support role.
• Experience working both independently and collaboratively within a team.
• Incident and service request management, ticket logging, prioritisation, escalation and SLA awareness.
• First-line troubleshooting and application support; knowledge base maintenance.
• Clear verbal and written communication with non-technical users.
• Problem-solving, critical thinking, time management, prioritisation and adaptability.
• Familiarity with ITIL practices and IT service management principles (preferred).
• Familiarity with ITIL/ITSM processes and company information security procedures.
• Relevant technical or service management certifications are advantageous; no mandatory prior training is specified in the source profile.