Service Desk Analyst

TXM Solutions; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

TXM Solutions is seeking a bilingual Service Desk Analyst in the UAE to provide Tier 1 IT support. You will be the first point of contact for users and handle incidents, service requests and basic troubleshooting for Windows 10/11 and Microsoft 365. Candidates must be fluent in Arabic and English and ready for rotating shifts.

Ideal for individuals with 1–3 years in service desk roles, with IT/communication strengths and familiarity with ITSM tools such as ServiceNow.

Qualifications

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

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

Skills

Service Desk

Arabic & English

Windows 10/11

Microsoft 365

Active Directory

Networking

ITSM/ServiceNow

Communication

Shift work

Education

IT Diploma or Bachelor’s

Tools

ServiceNow

Job description

Service Desk Analyst – UAE

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

Desirable:

• ITIL Foundation certification
• CompTIA A+ or Microsoft certifications
• Previous IT support experience within schools, universities or the education sector

Location: UAE