Service Desk Analyst

TXM Solutions; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

TXM Solutions is seeking a Tier 1 Service Desk Analyst in the UAE to provide bilingual Arabic/English IT support. The role involves handling incidents, service requests, and basic AD/network tasks in a fast-paced environment.

The ideal candidate has 1–3 years of service desk experience, strong communication skills, and familiarity with Windows 10/11, Microsoft 365, and ITSM tools such as ServiceNow. Flexibility for rotating shifts is required.

Qualifications

• 1–3 years of Service Desk/IT Support experience.
• Fluent Arabic and English – mandatory.
• Knowledge of Windows 10/11 and Microsoft 365.

Responsibilities

• Act as first point of contact for users via phone, email, portal and chat.
• Log, categorize and prioritize incidents and service requests.
• Troubleshoot and resolve first-line IT issues.
• Support Windows 10/11 and Microsoft 365 users.
• Perform basic Active Directory tasks including password resets and account unlocks.
• Troubleshoot basic network and connectivity issues.
• Escalate unresolved issues to appropriate teams.
• Keep users updated throughout the ticket lifecycle.
• Work within SLA targets.

Skills

Service Desk

Arabic

English

Windows 10/11

Microsoft 365

Active Directory

Networking

ITSM

Education

Diploma or Bachelor’s degree in IT

Tools

ServiceNow

Job description

We’re currently recruiting for a Tier 1 Service Desk Analyst to join a large-scale IT support environment in the UAE.

This is an excellent opportunity for an Arabic and English-speaking IT support professional with 1–3 years of experience in Service Desk, Helpdesk or IT Support.

Key Responsibilities:

• Act as the first point of contact for users via phone, email, portal and chat
• Log, categorise and prioritise incidents and service requests
• Troubleshoot and resolve first-line IT issues
• Support Windows 10/11 and Microsoft 365 users
• Perform basic Active Directory tasks including password resets and account unlocks
• Troubleshoot basic network and connectivity issues
• Escalate unresolved issues to the appropriate technical teams
• Keep users updated throughout the ticket lifecycle
• Work within agreed SLA, quality and customer satisfaction targets

Requirements:

• 1–3 years of Service Desk, Helpdesk or IT Support experience
• Fluent Arabic AND English – mandatory
• Good knowledge of Windows 10/11 and Microsoft 365
• Basic Active Directory knowledge
• Basic networking and connectivity troubleshooting skills
• Experience with ServiceNow or another ITSM/ticketing system
• Diploma or Bachelor’s degree in IT or a related discipline
• Strong communication and customer service skills
• Willingness to work rotating shifts, including weekends
• Previous IT support experience within schools, universities or the education sector