IT Support Sr. Analyst

Bahri | البحري; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading logistics and transport company in Dubai is looking for an IT Helpdesk Support professional. The role involves providing efficient on-site technical assistance, managing incidents, and improving service delivery. Candidates should have a Bachelor's degree in IT and 5-7 years of relevant experience. Strong knowledge of Microsoft Windows and Office 365 is essential. This position offers the chance to contribute to an established IT team and improve user satisfaction.

Qualifications

• 5-7 years of experience in desktop/helpdesk support.
• Strong knowledge of Microsoft Windows and Office 365.
• Valid Professional Certifications.

Responsibilities

• Deliver 1st-level support for hardware and software issues.
• Respond promptly to incidents via the IT ticketing system.
• Track incident progress and keep users informed.

Education

Bachelor’s degree in computer engineering, Information Technology, or related field

Tools

Microsoft Windows

Office 365

IT ticketing systems

remote support tools

Job description

Job Purpose:

Provide efficient, on-site IT helpdesk support to ensure timely resolution of technical issues, maintain high user satisfaction, and meet established Service Level Agreements (SLAs).

Key Responsibilities:

Operations

• Deliver 1st-level support for hardware, software, and network-related issues.
• Install, configure, and troubleshoot computer systems, peripherals, and applications.
• Respond promptly to incidents assigned via the IT ticketing system.

Incident Management

• Diagnose and resolve incidents within agreed timelines.
• Escalate unresolved issues to appropriate IT teams or vendors.
• Track incident progress and keep users informed until closure.

Process Improvement

• Work with the IT Support Manager to standardize operating procedures.
• Identify and recommend improvements to enhance IT service delivery.

Concepts & Policies

• Follow IT policies, security guidelines, and operational standards.
• Ensure compliance with company IT governance frameworks.

Reporting & Documentation

• Maintain accurate documentation of incidents, solutions, and procedures.
• Prepare reports on IT support activities, trends, and recurring issues.

Qualifications & Experience:

• Bachelor’s degree in computer engineering, Information Technology, or related field.
• 5-7 years of experience in desktop/helpdesk support.
• Strong knowledge of Microsoft Windows, Office 365, and basic networking.
• Experience with IT ticketing systems and remote support tools.
• Valid Professional Certifications.