Service Desk Analyst

TOCUMULUS; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

TOCUMULUS is seeking a Service Desk Analyst in the UAE to be the first point of contact for users across a 573-location estate. You will log, triage, and resolve incidents, primarily at first line, using established ITSM processes.

The role requires 1–3 years of experience, English/Arabic proficiency, and teamwork in a fast-paced IT environment. UAE location with potential after-hours support may apply.

Qualifications

• Bachelor's degree or diploma in IT or related discipline.
• ITIL Foundation certification is preferred.
• Microsoft certifications (MD-102, MS-900 or equivalent) preferred.

Responsibilities

• Act as first point of contact for users and resolve incidents at first line.
• Log, categorize and document incidents in the ITSM system with accuracy.
• Troubleshoot first-line technical issues including password resets and connectivity.
• Escalate major incidents per defined processes and communicate progress to users.
• Assist during planned changes and service disruptions while maintaining SLA targets.
• Provide feedback to improve knowledge articles and support content.

Skills

Windows troubleshooting

Microsoft 365

Exchange Online

Active Directory

Networking basics

Remote support

PowerShell basics

ITSM proficiency

Education

Bachelor's degree in IT or related

ITIL Foundation

Microsoft certifications (MD-102, MS-900 or equivalent)

Tools

ITSM platform

Remote management tooling

AD tooling

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-location estate, logging, triaging and resolving contacts at first line within agreed response 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 escalatée 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.

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

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

Education Sector Experience

• Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.
• Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements

• Arabic language capability is a significant advantage given the bilingual user base.
• Availability for escalation outside core hours
• Clean police clearance and security vetting.