Tier 1 Service Desk Analyst

Alpha Data LLC.; United Arab Emirates; In loco; AED 60.000 - 100.000; Tempo pieno

Descrizione del lavoro

Alpha Data LLC. is seeking a Tier 1 Service Desk Analyst to provide first-line IT support across a large, multi-site environment in the United Arab Emirates. The role requires fluency in English and Arabic, strong troubleshooting, and a customer-focused approach.

Education-sector experience is an advantage. The analyst will handle multiple channels (phone, email, portal, chat), log and categorize incidents, and resolve basic issues while routing complex problems to the appropriate teams.

Competenze

• Diploma or Bachelor's degree in IT or related field.
• ITIL Foundation preferred.
• CompTIA A+ or Microsoft Fundamentals an advantage.

Mansioni

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorization, priority, impact and urgency.
• Resolve first-line issues using knowledge articles - password resets, account unlocks, basic application, printing and connectivity issues.
• Route unresolved contacts to the correct resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Supervisor immediately on identification.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

Conoscenze

Windows 10/11 troubleshooting

Microsoft 365 troubleshooting

Active Directory basics

Networking basics

English & Arabic fluency

Formazione

Diploma or Bachelor's degree in IT or related

ITIL Foundation preferred

CompTIA A+ or Microsoft fundamentals advantageous

Strumenti

ServiceNow

ITSM tools

Descrizione del lavoro

Tier 1 Service Desk Analyst

We are seeking a Tier 1 Service Desk Analyst to provide first-line IT support across a large, multi-site environment. The ideal candidate will have strong troubleshooting and communication skills, a customer-focused approach, and fluency in both English and Arabic. Education-sector experience is an advantage.

Key Responsibilities:

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorization, priority, impact and urgency.
• Resolve first-line issues using knowledge articles - password resets, account unlocks, basic application, printing and connectivity issues.
• Route unresolved contacts to the correct resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Supervisor immediately on identification.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

Required Technical Skills:

• Windows 10/11 and Microsoft 365 end-user troubleshooting.
• Active Directory basics - password resets, unlocks, group membership.
• Basic networking concepts and connectivity troubleshooting.
• Clear telephone manner and strong written communication in both languages.
• ITSM tool experience (ServiceNow or equivalent).

Education & Certifications:

• Diploma or Bachelor's degree in IT or a related discipline.
• ITIL Foundation preferred.
• CompTIA A+ or Microsoft fundamentals an advantage.

Other Requirements:

• Willing to work rotating shifts including weekends, early and late cover, and examination periods.
• Patience and empathy when supporting non-technical users including teaching staff.
• Clean police clearance and security vetting.

Language:

• Bilingual English and Arabic - required.