Service Desk Analyst

International Free Zone Authority AG | IFZA Global; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading authority in free zone management in Dubai is looking for a Service Desk Analyst to provide Level 1 IT support. You will manage support requests via phone, email, and in-person, handle basic IT issues, and assist in ticket management. Ideal candidates should have diagnostic skills in Windows and macOS, knowledge of Microsoft 365, and familiarity with ITSM platforms. This role includes various benefits like annual leave, medical insurance, and opportunities for personal and professional growth.

Benefits

24 annual leave days

Annual flight home

Life insurance plan

Medical insurance plan

Bonus scheme

Opportunities to learn and grow

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.

Responsibilities

• Manage Level 1 technical support via phone, email, and walk-in channels.
• Provide initial triage and analysis of support requests.
• Act as operational support for Senior Service Desk Analysts.
• Clearly communicate technical information to users of varying knowledge.
• Accurately document all user interactions in the ticketing system.

Skills

Diagnostic skills for IT issues

Understanding of Microsoft 365

Familiarity with network connectivity principles

Knowledge of ITSM platforms

Strong communication skills

Organizational skills

Tools

Ticketing systems

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 inperson, 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 escalates delays or blockers to the Service Desk Supervisor
• Support both Windows and macOS operating systems, including hardware and system-level troubleshooting
• 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
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Bonus scheme (in relevant departments)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization