Service Desk Analyst

Theomnihire; Chennai District; On-site; INR 2,032,000 - 3,193,000; Full time

Job summary

Theomnihire is seeking a front-line IT helpdesk professional in the UAE to act as the first point of contact for users across the 573-location estate, logging and triaging requests, and resolving issues at first line.

You will handle incidents via phone, email, self-service portal, and chat, perform basic troubleshooting, and escalate where needed, ensuring SLA adherence and satisfactory user communication.

Qualifications

• Bachelor's degree or diploma in IT or a related discipline.
• Microsoft certifications (MD-102, MS-900) preferred.
• ITIL Foundation certification.

Responsibilities

• Log, triage and resolve first-line user contacts via phone, email, self-service portal and chat.
• Accurately log, categorize, prioritize, and document incidents in the ITSM system.
• Resolve first-line technical issues using established procedures and knowledge articles.
• Perform initial troubleshooting and gather diagnostic information before routing to resolver groups.
• Keep users informed of incident progress and resolution timelines.
• Escalate potential major incidents to the Supervisor per escalation process.
• Provide feedback to improve knowledge article accuracy and content gaps.
• Support user communications during planned changes, service disruptions, and outages.
• Meet defined quality, productivity, SLA, and customer satisfaction targets.

Skills

English

Arabic

Customer service

Education

Bachelor's degree or diploma in IT

ITIL Foundation

Microsoft Certifications (MD-102, MS-900)

Tools

PowerShell

Endpoint management tooling

Microsoft 365

Job description

Languages: English/Arabic – Both Required

Location:UAE

Role Summary

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

• Handle user contacts through phone, email, self-service portal, and chat , ensuring response and resolution within agreed service levels.
  
• Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system.
  
• Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues.
  
• Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group.
  
• Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure.
  
• Identify and immediately escalation potential major incidents to the Supervisor in accordance with the defined escalation process.
  
• Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement.
  
• Support user communications during planned changes, service disruptions, and outages .
  
• Consistently meet defined quality, productivity, SLA, and customer satisfaction targets .
  

Requirements

• Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
  
• Remote support and endpoint management tooling.
  
• Strong knowledge authoring capability.
  
• Basic PowerShell for diagnostics.
  

Qualifications & Certifications

• Bachelor's degree or diploma in IT or a related discipline.
  
• Microsoft certification (MD-102, MS-900 or equivalent) preferred.
  
• ITIL Foundation.
  

Education Sector Experience

• Prior experience supportingschools, universities, colleges, or other education-sector IT environmentsis a strong advantage.
  
• Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.
  

Other Requirements

• Arabic language capability is a significant advantage given the bilingual user base.
  
• Availability for escalation outside core hours
  
• Clean police clearance and security vetting.