Service Desk Specialist – AI Cloud Infra, Bonus & Insurance

Core42; Abu Dhabi; On-site; AED 72,000 - 108,000; Full time

Benefits offered by this job

Competitive salary

Yearly bonus

Discount cards (Esaad/Fazaa)

Family insurance

Learning & development

Job summary

Core42 is seeking an Officer - Service Desk to deliver high-quality IT support for digital transformation clients in the UAE. You will handle requests from multiple channels, diagnose issues across hardware, software and networks, and manage tickets with precise documentation.

Join a diverse team and contribute to knowledge base improvements while coaching junior staff and preparing for secure, efficient resolutions.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 2–4 years of experience in a Service Desk or technical support role.
• Strong understanding of IT infrastructure, digital transformation concepts, cloud computing principles and cybersecurity fundamentals.
• Demonstrated ability to analyse and resolve technical issues promptly and accurately.
• Patience, empathy and the ability to communicate technical information clearly to non-technical users.
• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to prioritise tasks effectively.

Responsibilities

• Respond to incoming service requests via phone, email and tickets with timely, courteous assistance.
• Diagnose and resolve technical issues across hardware, software and networks.
• Create, update and manage support tickets with accurate documentation of interactions and resolutions.
• Escalate complex issues to higher-tier support for swift resolution.
• Use remote tools to provide virtual assistance and minimize on-site visits.
• Keep clients informed about ticket progress and estimated resolution times.
• Monitor backlog and coach junior agents on problem-resolution procedures.
• Train new hires and updating existing staff on processes and tools.
• Document common problems and resolutions to strengthen knowledge bases.
• Identify opportunities to improve Service Desk processes and tools.
• Apply information security fundamentals to protect confidentiality, integrity and availability of information.

Skills

IT support

Cloud computing

Cybersecurity basics

Issue resolution

Communication skills

Organizational skills

Education

Bachelor's degree in CS/IT

Job description

Core42 is seeking an Officer - Service Desk to deliver high-quality IT support for digital transformation clients in the UAE. You will handle requests from multiple channels, diagnose issues across hardware, software and networks, and manage tickets with precise documentation.

Join a diverse team and contribute to knowledge base improvements while coaching junior staff and preparing for secure, efficient resolutions.