IT Service Desk Analyst - Windows & AD Expert

Rex Technologies GmbH; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Marex is seeking a Service Desk Analyst in Dubai to deliver first-line technical support for business users. You will diagnose hardware, software, and system-related issues, logging incidents, and ensuring timely resolutions to minimize operational disruption.

You will work within ITIL-aligned processes, provide on-site support from 6am–7pm, Monday to Friday, and collaborate with another teams to maintain system reliability.

Qualifications

• Experience with Microsoft Windows Server platforms (2008/2012/2016).
• Active Directory (DNS/DHCP/GPO) administration experience.
• Exchange server administration experience.
• Strong knowledge of Windows OS and desktop hardware/software.
• Good understanding of ITIL principles and best practices (advantageous).
• Certifications like ITIL v3, MCSE, Citrix, or Cisco are a plus.

Responsibilities

• Log and track incidents, service requests and changes in the Service Desk system (JIRA).
• Manage and resolve Service Desk tickets in a timely manner.
• Escalate complex issues as needed and maintain ownership until resolution.
• Provide professional customer service and clear communication to users.
• Create and maintain knowledge base articles for common issues.

Skills

Microsoft Technologies

Windows Server

Active Directory

Exchange

Windows OS/Desktops

ITIL knowledge

MCSE/Citrix/Cisco (adv.)

Tools

JIRA

Job description

Marex is seeking a Service Desk Analyst in Dubai to deliver first-line technical support for business users. You will diagnose hardware, software, and system-related issues, logging incidents, and ensuring timely resolutions to minimize operational disruption.

You will work within ITIL-aligned processes, provide on-site support from 6am–7pm, Monday to Friday, and collaborate with another teams to maintain system reliability.