IT Service Desk Analyst (L1/L2 Support)

VaporVM; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A technology solutions provider in Dubai is looking for an IT Service Desk Analyst to provide technical support to internal users. Responsibilities include managing support tickets, user account administration, and ensuring compliance with IT policies. The ideal candidate will have a background in IT with relevant experience and excellent communication skills. This role offers an opportunity to work in a dynamic IT environment.

Qualifications

• 1–3 years of experience in an IT Service Desk or Desktop Support role.
• Familiarity with ITIL-based incident and request management processes.
• Fluent in English; Arabic language skills are a plus.

Responsibilities

• Provide first-level and limited second-level technical support.
• Monitor and manage tickets via the ITSM platform.
• Support employee onboarding with IT orientation.

Skills

Problem-solving abilities

Communication skills

Ability to multitask

Proficient in Microsoft 365 administration

Basic networking concepts

Education

Bachelor’s degree in Information Technology

Tools

ManageEngine

ServiceNow

Active Directory

Job description

Talent and People Specialist @ VaporVM | MBA in Human Resources Management | Certified Human Resource Professional | Certified Techincal Recruitment…

We are seeking a proactive and customer-focused IT Service Desk Analyst (L1/L2 Support) to join our IT team. The successful candidate will be responsible for providing first-level and limited second-level technical support to internal users across the organization. This includes incident and request management, user account administration, application troubleshooting, and hardware/network support using our ITSM tool.

The ideal candidate should demonstrate strong problem-solving abilities, excellent communication skills, and the ability to work effectively in a fast-paced environment while adhering to IT policies and service standards.

Key Responsibilities:

• Monitor and manage tickets via the ITSM platform (e.g., ManageEngine).
• Promptly assign, update, and resolve tickets based on priority and SLA.
• Provide technical assistance via Microsoft Teams, phone, email, and in-person when necessary.
• Escalate unresolved issues to appropriate internal teams.
• Create, modify, disable, and extend user accounts upon approval.
• Manage user information and access rights in Active Directory.
• Assign Microsoft 365 licenses and configure Teams softphones.
• Manage VPN and group access in accordance with company security policies.
• Java and Adobe PDF tools
• Oracle EBS (basic functional support)
• Perform system maintenance tasks such as BIOS updates, storage cleanup, and software reinstallations.
• Assist with:
• VPN and network connectivity issues
• Printer configurations and troubleshooting
• Perform endpoint antivirus scans and coordinate with the Security Team as needed.

Process Compliance & User Guidance

• Support employee onboarding with IT orientation and system access setup.
• Educate users on IT best practices, particularly around file sharing and data security.
• Ensure compliance with IT policies and assist in promoting IT security awareness.

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology or a related discipline.
• 1–3 years of experience in an IT Service Desk or Desktop Support role.
• Proficiency in:
• Microsoft 365 administration
• Active Directory & VPN management
• Basic networking concepts
• Familiarity with ITIL-based incident and request management processes.
• Experience with ITSM tools (e.g., ManageEngine, ServiceNow, etc.) is preferred.
• Strong analytical, communication, and interpersonal skills.
• Ability to multitask and prioritize effectively.
• Fluent in English (Arabic language skills are a plus).

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