Senior Service Desk Agent

Alpha Data LLC.; Abu Dhabi; On-site; AED 167,000 - 268,000; Full time

Job summary

Alpha Data LLC. in Abu Dhabi is seeking a Senior Service Desk Agent to resolve complex issues, mentor Tier 1 analysts, and ensure high-quality IT service delivery across Windows, Microsoft 365, Active Directory and networking.

Fluency in English and Arabic and a clean police clearance are mandatory, with education-sector experience a plus and readiness for rotating shifts including weekends. You will author knowledge articles, support major incidents, and provide on-floor guidance during

Qualifications

• Bachelor's degree or diploma in IT or related discipline.
• ITIL Foundation certification.
• Fluency in English and Arabic.
• Clean police clearance and security vetting.
• Education-sector IT experience is advantageous.

Responsibilities

• Resolve escalated complex contacts at first or second touch to maximize first contact resolution.
• Provide floor-level technical guidance and mentoring to Tier 1 analysts.
• Author and maintain knowledge articles for recurring and new issues.
• Handle VIP-adjacent and politically sensitive contacts routed to the desk.
• Support major incident information gathering, early triage and impact assessment.
• Identify problem candidates from repeat contact patterns and raise them into Problem Management.
• Support quality assurance by reviewing ticket quality and diagnostic completeness.
• Act as technical point of reference during periods without Supervisor cover.

Skills

Windows troubleshooting

MS 365

Active Directory

Networking

Remote support

ITSM

PowerShell basics

Education

Bachelor's degree in IT

ITIL Foundation

Tools

ITSM tooling

Remote management tools

Job description

Senior Service Desk Agent

We are seeking an experienced Senior Service Desk Agent to resolve complex technical issues, support and mentor Tier 1 analysts, and ensure high-quality IT service delivery. Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, and networking are essential. ITIL Foundation, fluency in English and Arabic, and a clean police clearance are mandatory. Education-sector experience is an advantage.

Key Responsibilities:

• Resolve escalated and technically complex contacts at first or second touch to maximize first contact resolution.
• Provide floor-level technical guidance and mentoring to Tier 1 Analysts.
• Author and maintain knowledge articles for recurring and newly emerging issues.
• Handle VIP-adjacent and politically sensitive contacts routed to the desk.
• Support major incident information gathering, early triage and impact assessment.
• Identify problem candidates from repeat contact patterns and raise them into Problem Management.
• Support quality assurance by reviewing ticket quality and diagnostic completeness.
• Act as technical point of reference during periods without Supervisor cover.

Required Technical Skills:

• Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
• Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.
• Remote support and endpoint management tooling.
• Strong knowledge authoring capability.
• ITSM platform proficiency.
• Basic PowerShell for diagnostics.

Education & Certifications:

• Bachelor's degree or diploma in IT or a related discipline.
• Microsoft certification (MD-102, MS-900 or equivalent) preferred.
• ITIL Foundation.

Other Requirements:

• Prior experience supporting education-sector IT estate is a strong plus. Familiarity with academic-calendar-driven service demand, examination periods, classroom technology and safeguarding obligations will be considered favourably.
• Willing to work rotating shifts including weekends and examination periods.
• Clean police clearance and security vetting.

Languages:

• Bilingual English and Arabic - required.