L1 Service Desk Analyst | Abu Dhabi, UAE | [12-Month Contract]

Theomnihire; Abu Dhabi; On-site; AED 48,000 - 72,000; Full time

Job summary

Theomnihire is seeking an L1 Service Desk Analyst in Abu Dhabi, UAE for a 12-month contract. You will be the first point of contact for users, logging, prioritizing, and resolving incidents within SLA, and performing basic troubleshooting across Windows, M365, Outlook, Teams, VPN, and peripherals.

Strong English, clear communication, and customer first attitude are required. Responsibilities include handling password resets, supporting remote users, and escalating to L2/L3 with detailed notes.

Qualifications

• 1-3 years in IT help desk or service desk support.
• Excellent spoken and written English; Arabic is a plus.
• Clear, polite, and patient communication with non-technical users.
• Basic knowledge of Windows 10/11, Microsoft 365, Active Directory, and networking fundamentals.
• Experience with an ITSM tool (ServiceNow, Jira Service Management, Remedy, or similar).

Responsibilities

• Act as first point of contact for users via phone, email, chat, and the ITSM portal.
• Log, categorize, prioritize, and resolve incidents and service requests within SLA.
• Provide firstlevel troubleshooting for Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printers, and peripherals.
• Handle password resets, account unlocks, and basic access requests.
• Support remote users using remoteassist tools.
• Escalate unresolved issues to L2/L3 with clear, complete ticket notes.
• Keep users updated on ticket progress and confirm resolution before closure.
• Follow knowledge base articles and contribute to documentation.

Skills

Communication skills

English fluency

Customer service mindset

Windows 10/11 knowledge

Microsoft 365

ITSM tool experience

Tools

ServiceNow

Jira Service Management

Remedy

Job description

L1 Service Desk Analyst | Abu Dhabi, UAE | [12-Month Contract]

We’re hiring L1 Service Desk Analysts with strong communication skills to be the first point of contact for our users in Abu Dhabi.

Contract: [12 months ]

Experience: [1-3 years]

What you’ll do

• Act as first point of contact for users via phone, email, chat, and the ITSM portal
• Log, categorize, prioritize, and resolve incidents and service requests within SLA
• Provide first-level troubleshooting for Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
• Handle password resets, account unlocks, and basic access requests
• Support remote users using remote-assist tools
• Escalate unresolved issues to L2/L3 with clear, complete ticket notes
• Keep users updated on ticket progress and confirm resolution before closure
• Follow knowledge base articles and contribute to documentation
• Support new device setup and user onboarding as needed

Requirements

What you bring

• [1-3] years in IT help desk or service desk support
• Excellent spoken and written English; Arabic is a plus
• Clear, polite, and patient communication with non-technical users
• Basic knowledge of Windows 10/11, Microsoft 365, Active Directory, and networking fundamentals
• Experience with an ITSM tool (ServiceNow, Jira Service Management, Remedy, or similar)
• Good ticket documentation habits and a customer-first attitude
• Willingness to work [shifts / rotations] if required

Nice to have

• ITIL Foundation, CompTIA A+, or Microsoft certification (MD-102, MS-900)
• Familiarity with Intune, Autopilot, or Entra ID
• Experience supporting enterprise or GCC clients