IT Helpdesk Analyst - Level 1 Support & Growth

International Free Zone Authority AG | IFZA Global; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading authority in free zone management in Dubai is looking for a Service Desk Analyst to provide Level 1 IT support. You will manage support requests via phone, email, and in-person, handle basic IT issues, and assist in ticket management. Ideal candidates should have diagnostic skills in Windows and macOS, knowledge of Microsoft 365, and familiarity with ITSM platforms. This role includes various benefits like annual leave, medical insurance, and opportunities for personal and professional growth.

Benefits

24 annual leave days

Annual flight home

Life insurance plan

Medical insurance plan

Bonus scheme

Opportunities to learn and grow

Qualifications

• Strong diagnostic skills for basic IT issues across Windows and macOS environments.
• Understanding of Microsoft 365 apps and services.
• Familiarity with network connectivity principles (Wi-Fi, VPN, LAN).
• Working knowledge of ITSM platforms and service desk ticketing tools.
• ITIL v4 Foundation knowledge or orientation.

Responsibilities

• Manage Level 1 technical support via phone, email, and walk-in channels.
• Provide initial triage and analysis of support requests.
• Act as operational support for Senior Service Desk Analysts.
• Clearly communicate technical information to users of varying knowledge.
• Accurately document all user interactions in the ticketing system.

Skills

Diagnostic skills for IT issues

Understanding of Microsoft 365

Familiarity with network connectivity principles

Knowledge of ITSM platforms

Strong communication skills

Organizational skills

Tools

Ticketing systems

Job description

A leading authority in free zone management in Dubai is looking for a Service Desk Analyst to provide Level 1 IT support. You will manage support requests via phone, email, and in-person, handle basic IT issues, and assist in ticket management. Ideal candidates should have diagnostic skills in Windows and macOS, knowledge of Microsoft 365, and familiarity with ITSM platforms. This role includes various benefits like annual leave, medical insurance, and opportunities for personal and professional growth.