Service Desk Analyst

iConnect IT Business Solutions DMCC; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

iConnect IT Business Solutions DMCC is seeking a Service Desk Analyst to manage the day-to-day operations of the Corporate Services Service Desk, ensuring requests, work orders, and service activities align with standards, SLAs, and KPIs. The role also supports access control administration and ensures timely processing of access-related requests.

The position involves supervising the service desk, generating reports, and coordinating with stakeholders to maintain secure and efficient corporate

Qualifications

• Minimum of 5 years of experience in service desk operations, corporate services, facilities management, or technology support environments.
• Experience working with access control systems, service desk platforms, and reporting tools.
• Strong administrative, organizational, and customer service skills.

Responsibilities

• Receive and process access control requests, ensuring appropriate access permissions are assigned to authorized personnel.
• Monitor, operate, and administer the Corporate Services Service Desk, including assigning and tracking tasks to relevant stakeholders.
• Schedule recurring tasks on behalf of department section heads within the Service Desk platform, ensuring proper assignment and timely completion.
• Generate and distribute access control and access-level reports according to defined schedules.
• Prepare specialized access control reports for restricted and secure areas and provide findings to the responsible management team.
• Generate regular operational and performance reports for the Corporate Services division and share insights with section heads.
• Prioritize tasks based on urgency and escalate emergency requests to the appropriate stakeholders when required.
• Manage Service Desk telephone inquiries professionally, assisting callers and directing requests to the appropriate teams.
• Process time and attendance reports and implement approved adjustments when required.
• Issue and update employee and contractor identification cards accurately and within established timelines.
• Conduct inventory checks and manage the issuance and return of secure tokens, maintaining accurate inventory records and reporting status to stakeholders.
• Perform periodic inspections of designated restricted or controlled-access areas.
• Support the department with additional administrative and operational tasks as assigned by management.

Skills

Customer service

Administrative skills

Organizational skills

Communication skills

Education

Bachelor's Degree in Business Administration, Information Technology, Facilities Management, or related field

Tools

Access control systems

Service desk platforms

Reporting tools

Job description

Job Description:

The Service Desk Analyst is responsible for managing the day-to-day operation of the Corporate Services Service Desk, ensuring requests, work orders, and service activities are handled efficiently and in accordance with established service standards, SLAs, and KPIs. The role also supports the administration of the organization's access control system, ensuring access-related requests and processes are completed accurately and on time.

Responsibilities

• Receive and process access control requests, ensuring appropriate access permissions are assigned to authorized personnel.
• Monitor, operate, and administer the Corporate Services Service Desk, including assigning and tracking tasks to relevant stakeholders.
• Schedule recurring tasks on behalf of department section heads within the Service Desk platform, ensuring proper assignment and timely completion.
• Generate and distribute access control and access-level reports according to defined schedules.
• Prepare specialized access control reports for restricted and secure areas and provide findings to the responsible management team.
• Generate regular operational and performance reports for the Corporate Services division and share insights with section heads.
• Prioritize tasks based on urgency and **escalate emergency requests** to the appropriate stakeholders when required.
• Manage Service Desk telephone inquiries professionally, assisting callers and directing requests to the appropriate teams.
• Process time and attendance reports and implement approved adjustments when required.
• Issue and update employee and contractor identification cards accurately and within established timelines.
• Conduct inventory checks and manage the issuance and return of secure tokens, maintaining accurate inventory records and reporting status to stakeholders.
• Perform periodic inspections of designated restricted or controlled-access areas.
• Support the department with additional administrative and operational tasks as assigned by management.

Requirements

• Minimum of 5 years of experience in service desk operations, corporate services, facilities management, or technology support environments.
• Experience working with access control systems, service desk platforms, and reporting tools.
• Strong administrative, organizational, and customer service skills.

Qualifications

• Bachelor's Degree in Business Administration, Information Technology, Facilities Management, or a related field.

Requirements: