Service Desk Analyst I

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

Job summary

RedHelm is seeking an IT Support professional to serve as the first line of contact for client technical issues. You will troubleshoot end-user problems across desktops, laptops, mobile devices, and printers, manage user accounts, and assist with VPN and virtual desktop environments.

Ideal candidates have basic Windows/macOS troubleshooting, experience with Active Directory, and a strong customer service mindset. The role emphasizes security awareness and collaboration with IT teams.

Qualifications

• Experience providing end-user technical support in a professional environment.
• Basic troubleshooting of Windows and macOS operating systems.
• Familiarity with user account management in Active Directory and cloud identity platforms.
• Basic understanding of TCP/IP networking and wired/wireless connectivity.
• Ability to support common business applications, VPN clients, and virtual desktops.
• Awareness of security fundamentals such as MFA, password hygiene, and endpoint protection.
• High school diploma or equivalent.
• Strong customer service orientation and communication skills.

Responsibilities

• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
• Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
• Perform basic user account administration, including password resets, group membership changes, and license assignments
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
• Accurately document troubleshooting steps, resolutions, and client communications
• Identify, document, and elevate issues that exceed defined scope
• Execute documented scripts, workflows, and standard operating procedures
• Provide end users with guidance aligned to security best practices
• Collaborate with peers and other technical teams for timely resolution

Skills

Customer service orientation

Communication skills

Troubleshooting

Education

High school diploma or equivalent

Tools

Active Directory

VPN clients

Virtual Desktop environments

Windows

macOS

Job description

Responsibilities

• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
• Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
• Perform basic user account administration, including password resets, group membership changes, and license assignments
• Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
• Accurately document troubleshooting steps, resolutions, and client communications
• Identify, document, and elevate issues that exceed defined scope
• Execute documented scripts, workflows, and standard operating procedures
• Provide end users with guidance aligned to security best practices
• Collaborate with peers and other technical teams for timely resolution

Requirements

• Experience providing end-user technical support in a professional environment
• Basic troubleshooting of Windows and macOS operating systems
• Familiarity with user account management in Active Directory and cloud identity platforms
• Basic understanding of TCP/IP networking and wired/wireless connectivity
• Ability to support common business applications, VPN clients, and virtual desktop environments
• Awareness of security fundamentals such as MFA, password hygiene, and endpoint protection
• High school diploma or equivalent
• Strong customer service orientation and communication skills

Preferred Qualifications

• Industry-recognized entry-level IT certifications (e.g., CompTIA A+)
• Experience working in a ticket-based support or service desk environment
• Transferable experience from customer-facing technical, retail IT, or help desk roles

About the Company

RedHelm is a technology partner delivering industry-leading offensive and defensive cybersecurity alongside full-stack IT services. We operate at the intersection of security and technology to help organizations stay resilient in a complex threat landscape.