Tier 1 Service Desk Analyst - IT Managed Services - Arabic Must - Dubai

Sanvi Engineering And Business Consulting Solutions; Dubai; On-site; AED 67,000 - 78,000; Full time

Job summary

Sanvi Engineering And Business Consulting Solutions in Dubai invites applications for a Tier 1 Service Desk Analyst. You will act as the first contact point across a 573-location estate, logging, triaging and resolving contacts at first line within defined response and resolution targets.

Role requires Windows 10/11 and Microsoft 365 troubleshooting, AD basics, basic networking, and strong written English and Arabic.

Qualifications

• Diploma or Bachelor's degree in IT or related discipline.
• Arabic language mandatory; English proficiency required.
• ITIL Foundation preferred; CompTIA A+ or Microsoft fundamentals advantageous.

Responsibilities

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts with correct categorisation, 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.

Skills

Windows troubleshooting

Active Directory basics

Networking basics

Communication skills

ITSM (ServiceNow)

Education

Diploma or Bachelor's in IT or related

ITIL Foundation preferred

CompTIA A+ / Microsoft fundamentals an advantage

Tools

ServiceNow

Job description

• ROLE TITLE: Tier 1 Service Desk Analyst
• Function: Service Desk
• Salary Band: AED 6000 - 7000 / month (all-inclusive)
• Location: Dubai, UAE
• Hiring For: IT Managed Services & Consulting Company
• Experience Required: 1-3 years in Managed Services / Service Desk environment
• Reports To: Service Desk Supervisor
• Language Requirement: Arabic MUST + English

Role Purpose

Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving contacts at first line within agreed response and resolution targets.

Key Responsibilities

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorisation, 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).

Qualifications & Certifications

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

Other Requirements

• Arabic MUST - Mandatory & Non-Negotiable. Candidates without fluent Arabic will not be considered.
• Must have English proficiency as well.
• Prior experience working for an IT Managed Services & Consulting Company is preferred.
• 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.

Work Location: Dubai, UAE.

Immediate joiners are preferred.

Skills: connectivity, microsoft, basic, english, password resets, troubleshooting, IT, managed services, resets, arabic.