Senior 2nd‑Line IT Service Desk Specialist

ParamInfo; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

ParamInfo in Dubai, UAE is seeking a seasoned IT Service Desk Technician to support day-to-day IT operations and act as the SPOC for incidents and service requests. You will guide junior technicians, manage escalations, and ensure high quality support across a 24x7 roster.

The role emphasizes compliance with incident management processes, SLA adherence, and ongoing knowledge-base improvements, with collaboration across IT teams to resolve complex issues.

Qualifications

• 5+ years of experience in IT Service Desk operations.

Responsibilities

• Provide second-level technical support and resolve escalated incidents and service requests.
• Ensure adherence to SLAs and proper incident and request management processes.
• Guide technicians, monitor SLAs and KPIs, and report non-compliance.

Job description

ParamInfo in Dubai, UAE is seeking a seasoned IT Service Desk Technician to support day-to-day IT operations and act as the SPOC for incidents and service requests. You will guide junior technicians, manage escalations, and ensure high quality support across a 24x7 roster.

The role emphasizes compliance with incident management processes, SLA adherence, and ongoing knowledge-base improvements, with collaboration across IT teams to resolve complex issues.