IT Service Desk Analyst — Fast, Friendly First-Line Support

Addify

Dubai

On-site

AED 60,000 - 100,000

Full time

14 days+

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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.