Service Desk Analyst

IFZA Dubai; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading Free Zone Community in Dubai is looking for a Service Desk Analyst to provide first-line IT support. The candidate will manage Level 1 support via various channels and focus on resolving common IT issues while ensuring quality ticketing. The role requires knowledge of ITIL v4 principles and strong communication skills. Benefits include 24 annual leave days, medical insurance options, and opportunities for professional development.

Benefits

24 annual leave days

Medical insurance plan

Team-building events

Qualifications

• ITIL v4 Foundation knowledge or orientation in line with ITSM principles.
• Understanding of network connectivity principles (Wi-Fi, VPN, LAN).
• Proven ability to follow technical procedures and document resolutions clearly.

Responsibilities

• Manage Level 1 technical support via phone, email, and walk-in channels.
• Provide initial triage and analysis of support requests.
• Monitor ticket queues and ensure tickets are categorized correctly.

Skills

Strong diagnostic skills for basic IT issues across Windows and macOS environments

Strong communication skills

Customer service mindset

Organizational skills

Multitasking skills

Tools

ITSM platforms and service desk ticketing tools

Microsoft 365 apps and services

Job description

Dubai, United Arab Emirates | Posted on 30/01/2026

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world‑class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Job Description

The Service Desk Analyst acts as the first line of IT support across all business units, managing Level 1 support through multiple communication channels including in‑person, email, and phone. The role focuses on handling common IT issues, documenting technical incidents, and coordinating escalation efforts for complex problems that fall outside Tier 1 scope. The analyst supports the overall service desk workflow by ensuring accurate issue classification, maintaining ticket quality, and assisting with communication and follow‑ups. The ideal candidate will be ITIL v4‑oriented and proficient in ticketing systems to maintain operational efficiency and accountability.

Responsibilities

• Manage Level 1 technical support via phone, email, and walk‑in channels
• Provide initial triage and analysis of support requests, escalating complex or unresolved issues to Senior Analysts or Tier 2/3 teams
• Act as operational support for Senior Service Desk Analysts, assisting with routine troubleshooting and follow‑ups
• Clearly communicate technical information to users of varying technical knowledge
• Set realistic expectations with stakeholders regarding ticket timelines and priorities
• Accurately document all user interactions and technical steps in the ticketing system
• Monitor ticket queues and ensure tickets are assigned and categorized according to defined workflows
• Track IT assets and update inventory records in coordination with asset management
• Maintain and contribute to internal knowledge base articles
• Assist with user account management and access requests
• Follow established SLAs and escalated delays or blockers to the Service Desk
• Support both Windows and macOS operating systems, including hardware and perform other job‑related tasks as assigned by the Service Desk Supervisor or IT Management

Qualifications

• Strong diagnostic skills for basic IT issues across Windows and macOS environments
• Understanding of Microsoft 365 apps and services
• Familiarity with network connectivity principles (Wi‑Fi, VPN, LAN)
• Working knowledge of ITSM platforms and service desk ticketing tools
• ITIL v4 Foundation knowledge or orientation in line with ITSM principles
• Solid understanding of ticket prioritization, classification, and escalation flows
• Strong communication skills and customer service mindset
• Proven ability to follow technical procedures and document resolutions clearly
• Positive attitude and willingness to assist senior staff and collaborate within a team
• Strong organizational and multitasking skills

Benefits

• 24 annual leave days
• Medical insurance plan (with the option to upgrade at your own cost)
• Invitations to participate in various company functions, staff events, and department team‑building events
• Opportunities to learn, develop and grow with the organization