IT Service Desk Support

Who We Are

We help to create icons. We help to build marvels. Our products feature in some of the most iconic buildings in the world.

RAK Ceramics is one of the largest ceramics brands globally, specializing in ceramic and gres porcelain wall and floor tiles, sanitaryware, faucets, and tableware. Headquartered in the United Arab Emirates, we serve clients in over 150 countries through operational hubs in Europe, the Middle East and North Africa, Asia, North & South America, and Australia .

With over 12,000 employees from 40+ nationalities , we are a truly global and diverse organization. RAK Ceramics is publicly listed on the Abu Dhabi Securities Exchange (ADX) and the Dhaka Stock Exchange .

The Role

We are looking for an IT Service Desk Support & Documentation Specialist to join our IT team. This role serves as the first point of contact for all RAKC users who reach out to the IT Service Desk. The position is responsible for delivering high-quality Level 1 support, accurately logging and categorizing issues, and maintaining comprehensive IT documentation and procedures.

The IT Service Desk Support Specialist will ensure efficient issue resolution, system availability monitoring, and excellent customer experience through timely communication and adherence to IT service delivery standards.

What You Will Be Doing

Handle incoming IT service calls and accurately categorize, prioritize, and assign issues to the appropriate resource

• Track tickets end-to-end, ensuring follow-through until resolution
• Create and maintain IT documentation, including SAP- and service-delivery-related materials
• Update IT procedures, policies, and existing documentation regularly
• Provide timely Level 1 support in alignment with service desk procedures
• Monitor and report on network, communication, and system uptime
• Aim for first-call resolution and ensure customer satisfaction through surveys and feedback
• Report system performance metrics and transaction volumes
• Support onboarding by conducting inductions for new joiners and interns
• Log all service desk tickets accurately using ticketing systems (e.g., HelpMe, Solman)
• Perform first-line investigation, diagnosis, and user updates on ticket progress
• Escalate incidents/service requests that cannot be resolved within agreed SLAs
• Close resolved incidents and maintain consistent communication on service status
• Respond to user queries via calls, emails, and other communication channels

What We Are Looking For

Some of the key competencies required for the role include:

Functional

• Basic understanding of computer systems, operating systems, and networks
• Familiarity with commonly used software, including Windows and Microsoft Office
• Ability to explain technical issues in clear, user-friendly language
• Proficiency in ticketing and service management platforms (HelpMe, Solman)
• Experience with remote support tools (TeamViewer, AnyDesk, RDC)
• Working knowledge of Active Directory basics (password resets, account unlocks)
• Experience with asset management and documentation systems
• Strong multitasking ability with effective ticket management
• Strong reporting capability for system performance and transaction volumes

Behavioural

• Strong communication skills (both written and verbal)
• Customer-service oriented with a professional demeanor
• Good problem-solving and analytical thinking
• Ability to work under pressure in a fast-paced environment
• High attention to detail and strong organizational skills
• Collaborative, service-driven, and proactive in resolving issues

Our Ideal Match

• Preferably a graduate; Associate’s or Bachelor’s degree in IT, Computer Science, or related field (preferred)
• 2–4 years of experience in an IT Service Desk or similar support role
• Experience working in ITIL-based environments
• Hands-on knowledge of Microsoft Office and IT support tools

RAK Ceramics is an Equal Opportunity Employer.

We do not discriminate on the basis of race, colour, religion, gender, nationality, disability, age, or marital status.