Senior Service Desk Agent - IT Managed Services - Arabic Must

Sanvi Engineering And Business Consulting Solutions; Dubai; On-site; AED 112,000 - 134,000; Full time

Job summary

Sanvi Engineering And Business Consulting Solutions in Dubai, UAE, seeks a Senior Service Desk Agent with 5-7 years in Managed Services or Service Desk. You will act as the senior technical resolver, handling the most complex contacts at first or second touch and guiding analysts.

Requirements include fluency in Arabic and English, a relevant IT degree or diploma, and ITIL Foundation. The role requires rotating shifts including weekends; familiarity with Windows, AD, Exchange Online, and ITSM

Qualifications

• 5-7 years in Managed Services / Service Desk environment.
• Arabic MUST – Mandatory & Non-Negotiable; English proficiency required.
• Experience with IT Managed Services & Consulting Company.
• Willing to work rotating shifts including weekends and examination periods.

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.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

Networking troubleshooting

ITSM tools

PowerShell

Knowledge articles

Education

Bachelor's degree in IT

ITIL Foundation

Microsoft certifications (MD-102/MS-900)

Tools

ITSM platform

Endpoint management tools

PowerShell

Job description

• ROLE TITLE:* Senior Service Desk Agent
• Function:* Service Desk
• Salary Band:* AED 10000 - 12000 / month (all-inclusive)
• Location:* Dubai, UAE
• Hiring For:* IT Managed Services & Consulting Company
• Experience Required:* 5-7 years in Managed Services / Service Desk environment
• Reports To:* Service Desk Supervisor
• Language Requirement:* Arabic MUST + English

Role Purpose

Act as the senior technical resolver on the service desk, handling the most complex contacts at first or second touch and raising the technical capability of the analyst team.

Key Responsibilities

• Resolve escalated and technically complex contacts at first or second touch to maximise 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.

Qualifications & 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

• *Arabic MUST - Mandatory & Non-Negotiable.* Candidates without fluent Arabic will not be considered.
• Must have English proficiency as well.
• Prior experience working for an IT Managed Services & Consulting Company is mandatory.
• Willing to work rotating shifts including weekends and examination periods.
• Clean police clearance and security vetting.

Work Location: Dubai, UAE.

Immediate joiners are preferred.

Skills: management,assessment,microsoft,english,troubleshooting,it,managed services,active directory,articles,arabic