Service Desk Analyst - UAEN Talents

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

The Service Desk Analyst is responsible for providing first-line technical support to end users across the group. This job involves troubleshooting IT-related issues, responding to service requests, and ensuring the resolution of incidents in a timely and efficient manner. The Service Desk Analyst plays a critical role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES:

• Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.
• Escalate complex technical issues to higher-level support teams as per the escalation procedures.
• Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.
• Provide remote and on-site support to employees as needed.
• Ensure timely resolution of service requests and incidents within agreed SLAs.
• Track and update tickets with accurate progress notes and resolutions.
• Follow ITIL best practices for incident, problem, and change management.
• Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.
• Provide clear, professional communication with users regarding their IT issues, ensuring they are updated on resolution timelines.
• Offer basic training and guidance to end users on IT policies, systems, and applications.
• Create and update user-friendly knowledge base articles and FAQs to support self-service capabilities.
• Assist in managing IT assets, including desktops, laptops, printers, and peripheral devices.
• Process user account creation, modifications, and access permissions in line with IT security policies.
• Ensure compliance with data security, privacy, and IT policies when handling sensitive information.
• Identify recurring issues and suggest improvements to enhance IT service desk efficiency.
• Participate in service improvement initiatives and contribute to ITSM tool enhancements.
• Generate reports on ticket trends, service desk performance, and user satisfaction metrics.
• Stay updated with the latest IT technologies, best practices, and industry trends.
• Uphold company values throughout business practices and utilise sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS:

• A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.
• Experience working in a structured IT environment following ITIL processes is preferred.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation certification is preferred.
• Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are an advantage.