business analyst

guest service agent

senior business analyst

it assistant

it support engineer

it service desk analyst

<div>About GAC
Our corporate DNA
World-class shipping, logistics, and marine services built on quality, safety, and sustainability with the human touch. GAC delivers flexible integrated portfolios to customers globally, emphasizing a long-term approach, sustainability, innovation, and ethics.
7500 + Employees around the world / 300 +Strategically located offices / 50 +Countries.
About Job
The main purpose of the IT Service Desk administrator is to provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs. The IT Service Desk will provide 24x7x365 first-line support via all modern communication channels and offer remote support when required. Therefore, the Service Desk administrator must be flexible and available to work shifts during the day or night.
The job exists for an individual who will adopt ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests and, where required, will use their excellent knowledge of GAC stakeholders and third-party suppliers to find solutions to Incidents and requests.
The job contributes to the smooth functioning of business operations and will demonstrate excellent knowledge of GAC&rsquo;s IT systems, Infrastructure, and service catalog.
 
Additionally, this role supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of end-user digital experience. The administrator will also play a key role in maintaining endpoint security compliance, promoting user awareness, and collaborating with cybersecurity and infrastructure teams to strengthen the organization&rsquo;s IT resilience.
 This Position required to work on roster basis
Key Responsibilities
Provide L1 &amp; L2 support for Microsoft 365, which includes E-mail, OneDrive, SharePoint, MS Teams, including Teams Voice, Intune device management, and security compliance monitoring.
GAC Business Application administration and support.
Responsible for GAC Service Desk Support (ServiceNow).
Desktop and Applications support.
Administer GAC Monitoring systems.
Daily monitoring of Anti-virus status, Device Management, and Group IT Servers hosted on-prem and Cloud.
Monthly Patching of servers and endpoints.
Vendor Management (Suppliers/Consultants).
IT Service Desk Procedures &amp; Guidelines.
Responsible for Inventory Management. 
Requirements<ul><li>
Degree in IT or Secondary education with relevant technical qualifications.</li><li>
ITIL, Microsoft 365, Azure Administrator, and Certification in networking, Intune, Endpoint Manager, or ServiceNow certification would be an added advantage.</li><li>
Experience in ITSM platforms (ServiceNow, JIRA), automation tools, and cybersecurity awareness. Familiarity with cloud security, MFA, and zero-trust concepts.</li><li>
Minimum of 4 years&rsquo; experience in IT support within enterprise or hybrid cloud environments or in an IT administration function.</li><li>
Ability to work well under pressure with good problem-solving skills in a collaborative, team environment.</li><li>
Experience in Microsoft Device management solutions would be an advantage.</li><li>
Excellent command of the English language.</li><li>
Strong self-led, work prioritization, and strong analytical skills.</li><li>
Team-player.</li><li>
Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.</li><li>
Knowledge of service desk ticketing system &ndash; exposure to Jira on-prem would be an added advantage.</li></ul></div>

IT Service Desk Administrator

edari

<div>
 
 
 We are looking to hire a Helpdesk Administrator
 
 who will be responsible for overseeing help desk operations and providing front-line technical support to end users within
 
 one of the leading semi-government organizations in the region
 
 . The role will play a key part in ensuring
 
 efficient IT service delivery and maintaining high customer satisfaction.
 
 
 
 
 
 
 This position is a
 
 contract role with an initial duration of 12 months and is renewable.
 
 
 
 
 
 
 The Helpdesk Administrator will work closely with the Digital Governance &amp; Security team to
 
 manage IT ticketing processes, deliver timely and effective support
 
 , and contribute to the development of best practices in IT service management and user support.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Serve as the first point of contact for user IT support via phone, email, or ticketing systems.
 </li>
 <li>
 Manage and prioritize helpdesk tickets, ensuring timely resolution and SLA compliance.
 </li>
 <li>
 Log incidents and resolutions accurately and prepare regular performance reports.
 </li>
 <li>
 Install, configure, and troubleshoot hardware, software, and peripheral devices.
 </li>
 <li>
 Prepare reports on helpdesk performance, ticket volumes, and issue trends for management review.
 </li>
 <li>
 Develop and update technical documentation, FAQs, and end-user guides to promote user self-services
 </li>
 <li>
 Maintain IT asset inventory and coordinate with vendors for issue resolution.
 </li>
 <li>
 Coordinate with vendors and internal technical teams for issue resolution and service improvements
 </li>
 <li>
 Create and update user guides, FAQs, and documentation to promote self-service.
 </li>
 <li>
 Identify recurring issues and recommend process or training improvements.
 </li>
 <li>
 Support continuous service enhancement and deliver high customer satisfaction.
 </li>
 </ul>
 
 
 
 
 
 Knowledge, Skills &amp; Experience
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology or a related field.
 </li>
 <li>
 Minimum of 2 years of experience in IT customer support or helpdesk operations.
 </li>
 <li>
 Proficiency in both English and Arabic languages.
 </li>
 <li>
 Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
 </li>
 <li>
 Experience using IT ticketing systems such as ServiceNow, ManageEngine, or similar.
 </li>
 <li>
 Basic understanding of networking, system administration, and IT troubleshooting.
 </li>
 <li>
 Excellent communication, organizational, and problem-solving skills.
 </li>
 <li>
 Strong customer service orientation and ability to manage multiple priorities.
 </li>
 <li>
 Relevant IT or Helpdesk certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent) are an advantage.
 </li>
 <li>
 Strong analytical, reporting, and data visualization skills.
 </li>
 </ul>
 
 
 
 
 
 Availability:
 
 
 
 &bull; Preference will be given to candidates
 
 available to join immediately
 
 upon offer acceptance.
 
 
 
</div>

Help Desk Administrator

<div>
 
 Job Title: Helpdesk Analyst
 
 
 Job Area: IS
 
 
 Location: Dubai HQ
 
 
 Language Skills: English and Arabic
 
 
 Employment Type: Permanent
 
 
 Target Start Date: ASAP
 
 
 
 
 
 
 Job Summary:
 
 
 
 
 
 
 We are seeking a highly organized and detail-oriented Helpdesk Analyst to join our team. The ideal candidate must have expertise in IT asset management, a strong understanding of the IT product/service requisition process, and proficiency in handling support calls from end users. The role encompasses responsibilities such as records management, handling user calls and providing remote/in-person support.
 
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 
 
 
 Responsibilities include:
 
 
 <ul>
 <li>
 Serve as the first point of contact for end users through phone, email, or ticketing system.
 </li>
 <li>
 Apply logical questioning to diagnose and determine the nature of reported issues.
 </li>
 <li>
 Create, categorize, and assign tickets; escalate to appropriate teams when beyond L2 scope.
 </li>
 <li>
 Provide end-to-end L1-L2 support for:
 </li>
 <li>
 Operating Systems: Windows laptop issues.
 </li>
 <li>
 Productivity Tools: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
 </li>
 <li>
 End-User Devices: Printers, conferencing systems, remote access (VPN).
 </li>
 <li>
 Diagnose and resolve problems efficiently, ensuring prevention of recurring issues where possible.
 </li>
 <li>
 Adhere to established SLA response and resolution timelines.
 </li>
 <li>
 Track, route, and follow up on tickets until closure to ensure user satisfaction.
 </li>
 <li>
 Proactively monitor alerts and take preventive or corrective action.
 </li>
 <li>
 Maintain IT security standards during support activities, including identification and reporting of phishing or suspicious activity.
 </li>
 <li>
 Create and maintain knowledge base articles, best practice guides, and procedure documents to improve service quality.
 </li>
 <li>
 Preserve and expand technical and procedural knowledge of helpdesk products and services.
 </li>
 <li>
 Provide clear, professional, and empathetic communication to ensure a positive end-user experience.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Education Requirements:
 
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in a technical or IT-related field.
 </li>
 <li>
 Up to 5 years of total IT experience with at least 3 years in a dedicated Helpdesk or IT Support role.
 </li>
 <li>
 Strong working knowledge of Windows 10/11 and Microsoft Office Suite.
 </li>
 <li>
 Basic understanding of Windows Server environments and networking concepts (DNS, DHCP, VPN, LAN/WAN).
 </li>
 <li>
 Familiarity with ticketing systems and ITIL-based service management processes.
 </li>
 <li>
 Ability to document and follow procedures accurately.
 </li>
 <li>
 Excellent problem-solving and troubleshooting skills.
 </li>
 <li>
 Strong communication skills; ability to converse fluently in Arabic and English.
 </li>
 <li>
 Customer-oriented attitude with the ability to handle users at all levels professionally.
 </li>
 </ul>
 
 
 
 
 
 Preferred Expertise:
 
 
 
 
 
 <ul>
 <li>
 ITIL Foundation certification or awareness of ITSM processes
 </li>
 <li>
 Proven experience in IT asset management and related functions.
 </li>
 <li>
 Familiarity with ITSM tools and infrastructure monitoring solutions.
 </li>
 <li>
 Advanced proficiency in Microsoft Office, especially Excel.
 </li>
 <li>
 Strong analytical and problem-solving skills.
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Meticulous with a proactive approach to process improvement.
 </li>
 <li>
 Exposure to Azure Active Directory or identity management solutions.
 </li>
 <li>
 Knowledge of Microsoft Intune or other endpoint management tools.
 </li>
 <li>
 Familiarity with cybersecurity awareness practices and compliance policies.
 </li>
 <li>
 Experience supporting remote or hybrid work environments.
 </li>
 <li>
 Hands-on knowledge of collaboration tools such as Cisco Webex, or Teams Rooms.
 </li>
 </ul>
</div>

Help Desk Analyst

ACCOR

Key Responsibilities: <ul> <li>Provide first-level technical support to users for hardware, software, and network-related issues.</li> <li>Install, configure, and maintain computer systems, printers, and peripheral devices.</li> <li>Assist with user account creation, access management, and password resets.</li> <li>Support the setup and maintenance of email accounts, shared mailboxes, and system permissions.</li> <li>Perform regular system updates, antivirus checks, and data backups.</li> <li>Log, track, and resolve IT service requests through the helpdesk system.</li> <li>Troubleshoot network connectivity problems and escalate complex issues to higher-level IT staff.</li> <li>Assist with the installation and maintenance of POS, Opera, and other business applications.</li> <li>Maintain inventory records for IT equipment and ensure proper documentation.</li> <li>Provide on-site support for meetings, events, and system rollouts when required.</li> <li>Ensure adherence to IT policies, data security standards, and company protocols.</li> <li>Coordinate with vendors or external support teams when needed.</li> </ul>

IT Assistant

Finclutech FZO

We are seeking a highly skilled SOC Analyst (L1) to join our IT team in Dubai, UAE. You will be responsible for monitoring, detecting, analyzing, and responding to security events and incidents to protect our organization's information assets. Preference will be given to candidates with SOC Analyst experience and proficiency in SIEM platforms (Splunk, QRadar, ArcSight) or any other security monitoring tools.Responsibilities:-<ul><li>Provide first-line technical support to end-users regarding network connectivity, security protocols, and related issues.</li><li>Actively monitor and investigate security alerts to detect malicious activity at our clients during your shift in our 24x7x365.</li><li>Follow documented procedures to properly triage and respond to identified activities, such as escalation or remediation actions.</li><li>Communicate and collaborate with clients through the lifecycle of all escalated security investigations.</li><li>Monitor, manage and maintain all network devices, performance, and quality across networks.</li><li>Perform regular training to stay sharp on the latest technologies, methodologies, etc.</li><li>Stay up to date on the latest vulnerabilities, threats, and attacks around the world.</li><li>Document incidents from initial detection through final resolution or escalation</li><li>Operate within direction to investigate and escalate incidents or alerts in accordance with protocols and contractual service level agreements (SLAs)</li><li>Work a day and night shift rotational schedule.</li><li>Monitor security events received through alerts from SIEM or other network and security monitoring tools.</li><li>Maintain assigned ticket queue.</li><li>Following Standard Operating Procedures (SOPs) for remediating various technology issues.</li></ul>Qualifications:-<ul><li>3-5 years of experience in an IT performance analysis or SOC Analyst role with a security focus.</li><li>Bachelor&rsquo;s degree in information technology or related field or equivalent Security monitoring experience with one or more SIEM technologies</li><li>A strong understanding of fundamental IT security concepts, including firewalls, intrusion detection/prevention systems, and access control.</li><li>Experience with security incident and event management (SIEM) tools (e.g., Splunk, Sumo Logic, ELK Stack)</li><li>Knowledge of common security frameworks and standards (e.g., NIST, ISO 27001, CIS Controls).</li><li>Basic knowledge of client-server applications, multi-tier web applications, relational databases, firewalls, and enterprise Anti-Virus products</li><li>Familiarity with IT service desk ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk)</li><li>Strong knowledge of IT including multiple operating systems and system administration skills (Windows, Apple, Linux)</li><li>Proficiency in customer relationship management (CRM) and task management software</li><li>Excellent communication skills, with the ability to convey technical information to non-technical users effectively.</li></ul>What we offer:-<ul><li>A competitive salary and package.</li><li>Working in a disruptive and fast-growing industry where the possibilities are endless</li><li>A diverse team and inclusive culture.</li><li>Outstanding teammates who want to celebrate your success</li><li>The opportunity to join the next big global fintech.</li></ul>Job Types: Full-time, Permanent

SOC Analyst

ALEC Holdings

<div>
 
 
 IT Engineer &ndash; UAE
 
 
 
 Are you a proactive, tech-savvy IT professional ready to provide exceptional support and shape user experience across a group known for delivering some of the region&rsquo;s most complex and high-profile projects?
 
 
 
 
 
 
 Who We Are
 
 
 
 ALEC Holdings L.L.C - S.O (ALEC), part of ICD, is a leading GCC construction company known for delivering complex, iconic developments across the UAE and the wider region. With 20+ years of excellence across sectors like airports, hospitality, retail, and high-rises, ALEC operates as a fully integrated contractor offering end-to-end construction solutions. Our Group Head Office provides strategic leadership and operational support that fuels the performance and growth of all our business units&mdash;from governance and finance to innovation, digital systems, and sustainability.
 
 
 
 
 
 
 Why Join Us?
 
 
 
 As a Tax Analyst / Assistant Manager at ALEC, you'll play a vital role in ensuring compliance with complex international and regional tax frameworks while enabling operational excellence and strategic growth. You will be part of a team that is forward-looking and constantly adapting to the evolving tax landscape in the UAE, KSA, and beyond. If you&rsquo;re ready to take ownership of cross-border compliance, implement global initiatives like Pillar Two and QDMTT, and collaborate across departments and jurisdictions&mdash;this is your opportunity to make a real impact.
 
 
 
 
 
 
 About Your Team
 
 
 
 You will report directly to the
 
 IT Service Manager
 
 and collaborate closely with the
 
 Service Desk
 
 and broader
 
 IT Operations Team
 
 . You&rsquo;ll be a go-to expert for all things hardware, software, and networking&mdash;supporting colleagues across multiple business units and geographies.
 
 
 
 
 
 
 Your Role
 
 
 
 As an IT Engineer, you will:
 
 <ul>
 <li>
 Deliver Support: Respond to user issues across hardware, software, and networks, ensuring swift resolution and minimal downtime.
 </li>
 <li>
 Manage Service Desk: Log and prioritize all technical issues in our Service Desk platform with clear and accurate documentation.
 </li>
 <li>
 Troubleshoot &amp; Resolve: Diagnose and resolve technical issues through a combination of testing, documentation, and collaboration with other IT teams.
 </li>
 <li>
 Provide Guidance: Support users remotely or in person with clear, jargon-free communication, enabling them to stay productive.
 </li>
 <li>
 Install &amp; Configure: Set up devices, software, and network components in line with company policy and security protocols.
 </li>
 <li>
 Collaborate &amp; Escalate: Work closely with the Service Desk and escalate unresolved issues when necessary to ensure consistent service levels.
 </li>
 <li>
 Continuous Improvement: Assist in refining support processes and knowledge bases to help the team scale efficiently.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 
 
 Experience:
 
 5+ years in IT support roles within large organizations or fast-paced environments.
 
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Engineering or related discipline.
 </li>
 <li>
 Certifications in ITIL, Windows 10, or as a Certified Business Professional.
 </li>
 <li>
 Strong knowledge of passive and active networking components.
 </li>
 <li>
 Exposure to Microsoft Azure and cloud-based IT environments.
 </li>
 </ul>
 
 
 
 
 
 Skills &amp; Abilities:
 
 
 <ul>
 <li>
 Strong communication skills (written and verbal).
 </li>
 <li>
 Service-oriented mindset with excellent problem-solving capabilities.
 </li>
 <li>
 Resilient, flexible, and adaptable to changing needs.
 </li>
 <li>
 Highly organized, accountable, and computer-savvy.
 </li>
 </ul>
 
 
 
 
 
 What We Offer
 
 
 <ul>
 <li>
 A chance to work within a dynamic, tech-driven team supporting one of the region&rsquo;s most respected construction companies.
 </li>
 <li>
 Exposure to enterprise-level IT environments with modern tools and systems.
 </li>
 <li>
 Opportunities for professional growth and contribution to group-wide digital transformation.
 </li>
 </ul>
 
 
 
 
 
 Ready to Deliver IT Excellence?
 
 
 
 If you&rsquo;re passionate about enabling people through technology and thrive in a high-performance environment&mdash;we want to hear from you.
 
 
 Join
 
 ALEC Group
 
 and help build the backbone of digital support that powers some of the UAE&rsquo;s most iconic developments.
 
 
 
 
 
 
 Apply today and bring innovation to the forefront of construction.
 
 
</div>

IT Engineer

Midis Group

Main Duties and Responsibilities
<ul>
<li>Provide information and support services addressing IT related queries</li>
<li>Strictly follow the SLA for technical issues and update the tickets status in internal and partner portal</li>
<li>Monitor and track the call status and ensure that the technical support team respond to the tickets as per the SLA</li>
<li>Attend to customer complaints as high priority in coordination with the Senior Agent or direct manager</li>
<li>Route inbound calls to the appropriate resources</li>
<li>Guide and inform customers on new products, services and policies</li>
<li>Process orders, forms and application requested by the customers</li>
<li>Review customer accounts and provide updates on billing, shipping, warranties and any other account items</li>
<li>Document all call information and run reports to analyze the call status and problems in coordination with the Senior Agent or direct manager</li>
<li>Remain abreast and fully equipped with latest technology and secure tools</li>
</ul>

Call Center Agent

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