Service Desk Agent - DXB (m/f/d)

Halian; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Halian is seeking an experienced Service Desk professional to support educational institutions across the UAE. The role covers first-line technical investigation, incident ownership, and end-to-end ticket lifecycle management.

Requirements include a BSc in IT and at least 3 years in a service desk environment, plus fluency in Arabic and English. Proficiency with Remedy, ManageEngine, ServiceDesk, Ivanti is preferred. On-site UAE work.

Qualifications

• BSc. degree in a technical IT field.
• Minimum of 3 years IT support or service desk experience.
• Fluency in Arabic and English is required.
• Experience with ITSM tools (Remedy, ManageEngine, ServiceDesk, Ivanti).

Responsibilities

• Provide day-to-day IT helpdesk support for educational institutions in the UAE.
• Own incidents end-to-end from initial triage to resolution.
• Log, track and close tickets using the ITSM tool.
• Escalate to Level 2/3 or third-party vendors when needed.
• Communicate with users and maintain updates until resolution.

Skills

Arabic language

English language

Customer service

Communication

Education

BSc IT

Tools

Remedy

ManageEngine

ServiceDesk

Ivanti

Job description

Our client is one of the leading Leading IT Service provider.

Responsibilities:

• This role will provide day-to-day Service Desk technical support for educational institutions across the UAE. You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems. Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor.
• You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved.
• End-to-end ownership of the incident/service request lifecycle
• Communicate effectively with end-users to discuss service requests & / or incident resolution
• Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool
• Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents
• Act as a single point of contact for the end users
• Respond to/logging tickets for the end users
• Ticket triage and categorization
• Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups
• Track the escalated incident or request for follow-up and user communication - with all support groups until they are fully closed
• Receive customer change request and log in appropriate tool
• Coordinate change requests with customer and NOC L2/L3 Engineers
• Authenticate the end-user by means of contact information, location, or a unique identifier

Qualifications & Skills

• BSc. degree in a technical field related to Information Technology
• Minimum of 3 years relevant IT experience incl. but not limited to:
• Basic understanding of networks, MS Office Products, Microsoft Windows
• Minimum of 3 years in customer service desk and/or call center
• Fluent in Arabic (native language) and English
• Suitably trained and qualified
• Excellent customer service, communications, and soft skills
• Service oriented, open, and good with analytical skills
• Experience with a recognized ITSM tool (Remedy, ManageEngine, ServiceDesk, Ivanti, etc)
• Must have a basic understanding of networks

Halian Group:

With over 27 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.

Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together