Service Desk Analyst: IT Support & SLA Champion

Gargash Group; Dubai; On-site; AED 89,000 - 179,000; Full time

Job summary

Gargash Group in Dubai seeks a Service Desk Analyst to provide first-line IT support across the organisation. You will diagnose and resolve desktop, laptop, mobile, and application issues, logging all requests and ensuring SLA adherence.

The role requires 1–3 years in IT support, ITIL familiarity, and a Bachelor’s degree in IT or CS. The position offers on-site work in Dubai with opportunities to contribute to ITSM improvements and knowledge-base development.

Qualifications

• 1–3 years of IT support or service desk experience.
• Familiarity with ITIL processes and IT service management.
• Bachelor’s degree in Information Technology, Computer Science or a related field.

Responsibilities

• Provide first-line technical support to end users via phone, email, chat or ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software and network issues for desktops, laptops, mobile devices, and applications.
• Log all requests and resolutions in the ITSM tool and ensure timely updates.
• Provide remote and on-site support as required and adhere to SLAs.
• Follow ITIL incident, problem and change management practices.
• Create knowledge base articles and user guides to enable self-service.
• Assist in asset management and user account provisioning while maintaining security policies.

Skills

IT support experience

ITIL knowledge

Communication skills

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Microsoft certifications

CompTIA A+/Network+

ITSM tools

Job description

Gargash Group in Dubai seeks a Service Desk Analyst to provide first-line IT support across the organisation. You will diagnose and resolve desktop, laptop, mobile, and application issues, logging all requests and ensuring SLA adherence.

The role requires 1–3 years in IT support, ITIL familiarity, and a Bachelor’s degree in IT or CS. The position offers on-site work in Dubai with opportunities to contribute to ITSM improvements and knowledge-base development.