IT Service Desk Specialist: UAE First-Line Tech Support

Halian | Managed Services, Recruitment and Contract Staffing Agency; Dubai Emirate; On-site; AED 60,000 - 90,000; Full time

Job summary

Halian is seeking a Service Desk Agent (DXB) to provide day-to-day IT support for educational institutions across the UAE, serving as the first contact and owning issues through the lifecycle.

The role requires a BSc in IT, 3+ years in a service desk, fluent Arabic and English, and ITSM experience. You will triage, log, escalate, and maintain clear user communication while coordinating with backline teams.

Qualifications

• BSc degree in a technical field related to Information Technology.
• Minimum of 3 years relevant IT experience incl. but not limited to service desk tasks.
• Basic understanding of networks, MS Office, and Microsoft Windows.
• Minimum of 3 years in customer service desk or call center.
• Fluent in Arabic (native) and English.
• Suitably trained and qualified.
• Excellent customer service, communications and soft skills.
• Service oriented, open, and good with analytical skills.
• Experience with a recognized ITSM tool (Remedy, ManageEngine, ServiceDesk, Ivanti, etc).
• Must have a basic understanding of networks.

Responsibilities

• Provide day-to-day Service Desk support for educational institutions across the UAE.
• Be the first point of contact for initial technical investigation of end-user issues.
• Escalate unresolved issues to next level or third-party vendors.
• Own issues through lifecycle and communicate until resolution.
• Log, track, and close requests using an ITSM tool.
• Provide L1/Initial technical investigation and first-call resolution.
• Act as single point of contact for end users.
• Triage and categorize tickets; coordinate with L2/L3 groups.

Skills

Customer service

Arabic and English fluency

Communication skills

Analytical skills

Team coordination

Education

BSc. IT

Tools

ITSM tools (Remedy, ManageEngine, ServiceDesk, Ivanti)

Microsoft Windows

MS Office

Job description

Halian is seeking a Service Desk Agent (DXB) to provide day-to-day IT support for educational institutions across the UAE, serving as the first contact and owning issues through the lifecycle.

The role requires a BSc in IT, 3+ years in a service desk, fluent Arabic and English, and ITSM experience. You will triage, log, escalate, and maintain clear user communication while coordinating with backline teams.