Senior Service Desk Lead (Windows, M365, AD) – Bilingual

Alpha Data LLC.

Abu Dhabi

On-site

AED 167,000 - 268,000

Full time

3 days ago

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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.