Service Desk Analyst

OmniHire; Dubai; On-site; AED 60,000 - 100,000; Full time

Benefits offered by this job

Knowledge sharing culture

Job summary

OmniHire is seeking a proactive Service Desk Analyst to serve as the first point of contact for users in the UAE. You will log, triage and resolve incidents at first line within defined response and resolution targets, using ITSM tooling and knowledge articles.

English and Arabic proficiency is required to support a bilingual user base. Responsibilities include logging, categorizing, prioritizing incidents, performing initial troubleshooting, and coordinating with resolver groups.

Qualifications

• Bachelor's degree or diploma in IT or related field.
• Microsoft certifications (MD-102, MS-900 or equivalent) preferred.
• ITIL Foundation certification.
• Experience supporting education-sector IT environments is a plus.

Responsibilities

• Log, triage and resolve incidents at first line within service targets.
• Log and categorize incidents in the ITSM system, update status and closure.
• Provide first-line troubleshooting for password resets, access, apps, printing, connectivity.
• Perform initial diagnostics and escalate unresolved issues appropriately.
• Communicate progress to users and manage expectations through to resolution.
• Escalate major incidents per defined process and assist with planned changes.
• Contribute feedback to improve knowledge articles and workflows.
• Support users during outages and service disruptions.

Skills

Windows 10/11

Microsoft 365

Exchange Online

Active Directory

Networking

ITSM

PowerShell

Remote support

KB authoring

Education

Bachelor's in IT

ITIL Foundation

Microsoft Certifications

Job description

Job Description:

Experience:1–3 Years

Reports To: Service Desk Supervisor

Languages:English/Arabic– Both Required

Location: UAE
Role Summary:

Act as the first point of contact for all users across the 573-locationestate, logging, triaging and resolving contacts at first line within agreedresponse and resolution targets.

Key Responsibilities:

• Handle user contacts through phone, email, self-service portal, and chat, ensuring response and resolution within agreed service levels.
  
• Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system.
  
• Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues.
  
• Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group.
  
• Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure.
  
• Identify and immediately escalated potential major incidents to the Supervisor in accordance with the defined escalation process.
  
• Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement.
  
• Support user communications during planned changes, service disruptions, and outages.
  
• Consistently meet defined quality, productivity, SLA, and customer satisfaction targets.
  

Requirements

Required Skills & Competencies

• Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
  
• Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.
  
• Remote support and endpoint management tooling.
  
• Strong knowledge authoring capability.
  
• ITSM platform proficiency.
  
• Basic PowerShell for diagnostics.
  

Qualifications & Certifications

• Bachelors degree or diploma in IT or a related discipline.
  
• Microsoft certification (MD-102, MS-900 or equivalent) preferred.
  
• ITIL Foundation.

Education Sector Experience

• Priorexperience supporting schools, universities, colleges, or othereducation-sector IT environments is a strong advantage.
  
• Familiaritywith academic-calendar-driven service demand, examination periods,classroom technology, computer labs, and safeguarding requirements will beconsidered favorably.
  

Other Requirements

• Arabiclanguage capability is a significant advantage given the bilingual userbase.
  
• Availabilityfor escalation outside core hours
  
• Cleanpolice clearance and security vetting.