Support Office Service Desk

Marc Ellis; United Arab Emirates; Hybrid; AED 60,000 - 120,000; Full time

Job summary

A leading IT solutions provider in the UAE is looking for a Service Desk Analyst to support digital transformation initiatives. You will handle IT inquiries, diagnose technical issues, and maintain high customer satisfaction. Ideal candidates have a bachelor's degree in IT and at least 2 years of experience in technical support. The role offers a hybrid working model and focuses on delivering exceptional service to clients.

Qualifications

• Minimum 2 years of experience in a service desk or technical support role.
• Proven ability to analyze and resolve technical issues promptly.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to service requests, incident reports, and inquiries.
• Diagnose and resolve hardware, software, and network issues.
• Document all interactions and resolutions accurately.

Skills

Technical support

Customer service

IT infrastructure understanding

Cloud computing principles

Cybersecurity fundamentals

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

Service management tools

Remote support tools

Job description

Job Title

Service Desk Analyst – Digital Transformation Support

Location:

[UAE / Hybrid / On-site – specify as needed]

About the Role

We are seeking a skilled and customer-focused Service Desk Analyst to provide exceptional technical assistance and support to our digital transformation clients. In this role, you will be the first point of contact for IT-related inquiries, ensuring swift, professional, and high-quality service delivery. You will play a key role in maintaining customer satisfaction and supporting a portfolio of innovative cloud, AI, and digital transformation solutions.

Key Responsibilities

Day-to-Day Operations

• Respond to service requests, incident reports, and inquiries via phone, email, and ticketing systems.

• Diagnose and resolve hardware, software, network, and other IT-related issues efficiently.

• Accurately document all interactions, troubleshooting steps, and resolutions in service management tools.

• Escalate complex cases to higher-tier support when required for prompt resolution.

• Provide remote support and troubleshooting to minimize on-site interventions.

• Maintain regular communication with clients regarding ticket status, updates, and resolution timelines.

• Identify opportunities to improve service desk processes, tools, and knowledge base resources.

Mandatory Skills & Qualifications

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

• Minimum 2 years of experience in a service desk or technical support role, preferably within a global IT environment.

• Strong understanding of IT infrastructure, cloud computing principles, digital transformation concepts, and cybersecurity fundamentals.

• Proven ability to analyze and resolve technical issues accurately and promptly.

• Excellent verbal and written communication skills with the ability to explain technical information to non-technical users.

• Strong organizational skills with the ability to manage multiple inquiries simultaneously.

Preferred Skills & Experience

• Experience supporting large-scale IT transformation programs.

• Familiarity with remote support tools and ITIL-based service management processes.

• Exposure to high-performance computing (HPC) or AI-driven environments.

Soft Skills

• Patience, empathy, and strong customer service orientation.

• Agility to adapt to changing priorities and ambiguity.

• Proactive problem-solving and a bias for action.

• Collaborative mindset with the ability to build strong stakeholder relationships.

Employment Contract

12 Months