Service Desk Analyst

Tanqeeb; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Tanqeeb is seeking a Service Desk Analyst in Abu Dhabi to operate and administer the Corporate Services Service Desk, ensuring requests and tasks meet SLAs and KPIs. The role includes access control administration, reporting, and coordinating activities across departments.

The candidate should have 5+ years in service desk operations, a bachelor’s degree in a relevant field, and strong English communication skills, with Arabic a plus. Knowledge of access control systems is preferred.

Qualifications

• Bachelor’s degree in a relevant field.
• Minimum 5 years of experience in service desk operations.
• Experience in corporate services, technology, or facilities management preferred.

Responsibilities

• Receive, process, and coordinate access control requests.
• Operate and administer the Corporate Services Service Desk.
• Schedule recurring tasks and follow up for completion.
• Generate access control and service desk reports.
• Issue and update Contractor ID cards and manage secure tokens inventory.
• Assist with time and attendance reporting and inquiries.
• Provide professional support to employees and partners.

Skills

English communication

Organizational skills

Problem solving

Prioritization

Education

Bachelor’s degree in a relevant field

Tools

ServiceNow

Microsoft Office

AI platforms

Access control systems

Job description

Job role:- Service Desk Analyst

Location:- Abu Dhabi

Job Summary

We are looking for a Service Desk Analyst to operate and administer the Corporate Services Service Desk, ensuring that service requests, work orders, access control requirements, and administrative tasks are processed accurately and efficiently in line with established SLAs and KPIs.

The role will also be responsible for administering access control systems, generating operational reports, coordinating service desk activities, and providing effective support to employees and service partners.

Key Responsibilities

• Receive, process, and coordinate requests related to access control, ensuring appropriate access is provided to users accurately and efficiently.
• Monitor, operate, and administer the Corporate Services Service Desk, assigning tasks to relevant users and ensuring timely completion.
• Schedule recurring tasks for Corporate Services section heads through the Service Desk system and follow up to ensure completion.
• Generate and distribute access control and access-level reports at predefined intervals.
• Prepare specialist access control reports for restricted areas and submit findings to the relevant security section head.
• Generate regular operational reports for the Corporate Services division and communicate results to relevant section heads.
• Prioritize service requests based on urgency and elevate emergency requirements to the appropriate section head.
• Manage the Service Desk telephone extension, respond to enquiries professionally, provide assistance, and transfer calls when required.
• Process time and attendance reports and make adjustments as requested.
• Issue and update Contractor ID cards accurately and within required timelines.
• Conduct inventory checks and manage the issuance and return of secure tokens, maintaining accurate inventory records.
• Conduct inspections of designated restricted areas as required.
• Perform other administrative and departmental duties assigned by the line manager.

Education & Experience

• Bachelor’s degree in a relevant field.
• Minimum 5 years of experience in similar Service Desk operations, preferably within Corporate Services, Technology, or Facilities Management environments.

Technical Skills & Competencies

• Hands-on experience with ServiceNow; ServiceNow certification is preferred.
• Strong IT skills with proficiency in relevant Microsoft Office applications.
• Familiarity with AI platforms and access control systems.
• Excellent written and verbal English communication skills; Arabic language skills are an advantage.
• Strong attention to detail and the ability to manage multiple tasks effectively.
• Good problem-solving skills with the ability to identify and suggest practical solutions.
• Strong organizational and prioritization skills.
• Ability to work effectively with employees, service partners, and internal stakeholders.