Service Desk Analyst: Remote IT Support & SLA Champion

Theomnihire; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Theomnihire in Dubai, United Arab Emirates, is seeking a first-line IT helpdesk professional to act as the initial contact for users across the education IT environment. You will log, triage, and resolve incidents, provide remote support, and escalate complex issues as needed.

The role requires strong Windows 10/11, Microsoft 365, and Active Directory skills, knowledge of ITIL processes, and the ability to communicate clearly with bilingual users.

Qualifications

• Bachelor's degree or diploma in IT or a related discipline.
• Microsoft certification (MD-102, MS-900 or equivalent) preferred.
• ITIL Foundation.
• Prior experience in education IT environments is advantageous.
• Arabic language capability is a significant advantage.

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 applications, 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 escalate potential major incidents to the Supervisor in accordance with the 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.

Skills

Windows 10/11

Microsoft 365

Exchange Online

Active Directory

PowerShell

ITIL

Remote support

Knowledge authoring

Education

Bachelor's degree in IT

Diploma in IT

MD-102

MS-900

ITIL Foundation

Tools

Remote management tooling

Job description

Theomnihire in Dubai, United Arab Emirates, is seeking a first-line IT helpdesk professional to act as the initial contact for users across the education IT environment. You will log, triage, and resolve incidents, provide remote support, and escalate complex issues as needed.

The role requires strong Windows 10/11, Microsoft 365, and Active Directory skills, knowledge of ITIL processes, and the ability to communicate clearly with bilingual users.