Service Desk Engineer

Dicetek LLC; Ajman; On-site; AED 67,000 - 112,000; Full time

Job summary

Dicetek LLC is seeking a capable IT Helpdesk Analyst to provide first-level technical support to users, troubleshoot issues across desktops, laptops, printers, Microsoft 365, and business applications, and manage user accounts and access.

The role requires strong problem-solving and communication skills, familiarity with ITSM tools such as ServiceNow/Jira Service Management, and basic networking knowledge. On-site in Ajman, UAE, with a focus on maintaining service quality and SLA adherence.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• ITSM knowledge and familiarity with ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong troubleshooting, communication, and problem-solving skills.
• Ability to manage multiple tickets and prioritize issues based on urgency.
• Familiarity with SLA management and basic ITIL processes.

Responsibilities

• Provide first-level technical support to users via phone, email, ticketing systems, and remote tools.
• Log, track, prioritize, and resolve IT incidents and service requests within SLA timelines.
• Troubleshoot issues related to desktops, laptops, printers, Office, and business apps.
• Support Windows OS, Microsoft 365, Outlook, and Teams.
• Assist with user account creation, password resets, access permissions, and Active Directory.
• Diagnose basic network connectivity issues (LAN, Wi-Fi, VPN, internet).
• Install, configure, and maintain IT hardware and software.
• Escalate complex issues to appropriate IT teams.
• Maintain accurate incident records and user communications.
• Follow IT security policies and standard operating guidelines.
• Provide timely updates to users and ensure customer satisfaction.

Skills

Customer support

Communication

Problem solving

Multitasking

Ticketing

Education

Bachelor's degree or diploma in IT-related field

ITIL Foundation (advantage)

Tools

ServiceNow

Jira Service Management

BMC Remedy

Active Directory

Job description

• Provide first-level technical support to users through phone, email, ticketing systems, and remote support tools.

• Log, track, prioritize, and resolve IT incidents and service requests within agreed SLA timelines.

• Troubleshoot issues related to desktops, laptops, printers, Microsoft Office, and other business applications.

• Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams.

• Assist with user account creation, password resets, access permissions, and Active Directory.

• Diagnose basic network connectivity issues, including LAN, Wi‑Fi, VPN, and internet access.

• Install, configure, and maintain IT hardware and software.

• Escalate complex technical issues to the appropriate IT support teams.

• Maintain accurate records of incidents, resolutions, and user communications.

• Follow IT security policies, procedures, and standard operating guidelines.

• Provide timely updates to users and ensure customer satisfaction.

Desired Candidate Profile

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.

• 2–5 years of experience in IT support or service desk operations.

• Good knowledge of Windows operating systems and Microsoft 365 applications.

• Experience with Active Directory, user account management, and basic networking.

• Familiarity with IT service management (ITSM) and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.

• Strong troubleshooting, communication, and problem‑solving skills.

• Ability to manage multiple tickets and prioritize issues based on urgency.

• Basic understanding of ITIL processes and SLA management.

• ITIL Foundation certification is an advantage.