IT Service Desk Analyst – Desktop Support (Dubai)

Marex Group; Dubai; On-site; AED 70,000 - 100,000; Full time

Job summary

Marex Group is seeking a Service Desk Analyst to deliver first-line IT support for users in our Dubai office. You will diagnose hardware, software, and system issues, log incidents, and manage requests to minimize business disruption.

Responsibilities include ticket logging in JIRA, timely resolution, escalation where needed, documentation, and maintaining an up-to-date knowledge base. The role requires on-call and shift support within the ITIL framework.

Qualifications

• Experience in IT service desk operations.
• Strong knowledge of Microsoft technologies and Active Directory.
• Experience with incident logging, tracking and escalation.
• Familiarity with ITIL processes and service level agreements.

Responsibilities

• Log incidents and service requests in the Service Desk system (JIRA).
• Provide first-line technical support to Dubai office users.
• Escalate complex issues to Tier 2/3 as needed.
• Maintain knowledge base and document new technologies.
• Provide on-call support and participate in shift patterns.

Skills

Microsoft Windows Server

Active Directory

Microsoft Exchange

Windows OS/Desktop

JIRA

ITIL v3

MCSE

Citrix

Cisco

Customer Support

Education

ITIL v3

MCSE

Cisco Certifications

Tools

JIRA

Job description

Marex Group is seeking a Service Desk Analyst to deliver first-line IT support for users in our Dubai office. You will diagnose hardware, software, and system issues, log incidents, and manage requests to minimize business disruption.

Responsibilities include ticket logging in JIRA, timely resolution, escalation where needed, documentation, and maintaining an up-to-date knowledge base. The role requires on-call and shift support within the ITIL framework.