IT Helpdesk

Addify; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Addify is seeking an IT Support / Service Desk Analyst in Dubai to provide first-line technical assistance to end users. You will log, categorize and triage incidents and service requests, and resolve issues across Windows, macOS, printers, and mobile devices while maintaining high customer service levels.

You will work with ITSM tools, support Active Directory and Office 365, monitor SLA progress, and assist with onboarding and device provisioning.

Qualifications

• Diploma or Bachelor’s degree in Information Technology or related field.
• 4+ years of IT Support / Service Desk experience.
• Strong knowledge of Windows, macOS and Microsoft Office applications.
• Familiarity with ITSM processes and tools such as ServiceNow or Jira.

Responsibilities

• Act as the first point of contact for IT support via phone, email, chat, or ticketing system.
• Log, categorize, prioritize, and manage incidents and service requests in ITSM.
• Diagnose and resolve hardware, software, and network issues (Windows/Mac, printers, mobile devices).
• Escalate complex issues to Level 2/3 support when required.
• Support user accounts (Active Directory, email, password resets, access rights).
• Monitor incident progress to ensure SLA compliance.
• Install, configure, and maintain IT equipment and software.
• Assist users with Microsoft 365 and business applications.
• Maintain documentation of common issues, solutions, and procedures.
• Support onboarding/off-boarding of employees (device setup, provisioning, access setup).
• Ensure compliance with IT policies, security standards and best practices.

Skills

Customer service

Communication

Problem solving

Time management

Analytical thinking

Education

Diploma or Bachelor's degree in IT

Tools

ServiceNow

Jira Service Management

Active Directory

Office 365

Job description

The IT Support / Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests. The role involves troubleshooting hardware, software, network, and system issues while maintaining high levels of customer service and adherence to IT service management processes.

Key Responsibilities

• Act as the first point of contact for IT support via phone, email, chat, or ticketing system – Log, categorize, prioritize, and manage incidents and service requests in the ITSM tool.
• Diagnose and resolve hardware, software, and network issues (Windows/Mac, printers, mobile devices, etc.).
• Escalate complex issues to Level 2/3 support teams when required.
• Provide support for user account management (Active Directory, email accounts, password resets, access rights).
• Monitor and track incident progress to ensure SLA compliance.
• Install, configure, and maintain IT equipment and software.
• Assist users with Microsoft365 and business applications.
• Maintain documentation of common issues, solutions, and procedures.
• Support onboarding/off‑boarding of employees (device setup, account provisioning, access setup).
• Ensure compliance with IT policies, security standards, and best practices.

Required Skills & Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• 4+ years of experience in IT Support / Service Desk environment.
• Strong knowledge of Windows OS, basic macOS, and Microsoft Office applications.
• Understanding of networking basics (DNS, DHCP, VPN, Wi‑Fi troubleshooting).
• Experience with ITSM tools (ServiceNow, Jira Service Management, or similar).
• Familiarity with Active Directory and Office365 administration.
• Strong problem‑solving and analytical skills.
• Excellent communication and customer‑service skills.
• Ability to work under pressure and handle multiple tickets.

Preferred Skills (Nice to Have)

• ITIL Foundation certification.
• Basic knowledge of cloud platforms.