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technical support analyst

Gargash Group

<div>
 
 Job Purpose:
 
 
 
 
 
 The Service Desk Analyst is responsible for providing first-line technical support to end users across the group. This job involves troubleshooting IT-related issues, responding to service requests, and ensuring the resolution of incidents in a timely and efficient manner. The Service Desk Analyst plays a critical role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.
 
 
 
 
 
 Job Resposibilities:
 
 
 
 
 
 &bull; Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.
 
 
 &bull; Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.
 
 
 &bull; Escalate complex technical issues to higher-level support teams as per the escalation procedures. &bull; Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.
 
 
 &bull; Provide remote and on-site support to employees as needed.
 
 
 &bull; Ensure timely resolution of service requests and incidents within agreed SLAs.
 
 
 &bull; Track and update tickets with accurate progress notes and resolutions.
 
 
 &bull; Follow ITIL best practices for incident, problem, and change management.
 
 
 &bull; Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.
 
 
 &bull; Provide clear, professional communication with users regarding their IT issues, ensuring they are updated on resolution timelines.
 
 
 &bull; Offer basic training and guidance to end users on IT policies, systems, and applications.
 
 
 &bull; Create and update user-friendly knowledge base articles and FAQs to support self-service capabilities.
 
 
 &bull; Assist in managing IT assets, including desktops, laptops, printers, and peripheral devices.
 
 
 &bull; Process user account creation, modifications, and access permissions in line with IT security policies.
 
 
 &bull; Ensure compliance with data security, privacy, and IT policies when handling sensitive information.
 
 
 &bull; Identify recurring issues and suggest improvements to enhance IT service desk efficiency.
 
 
 &bull; Participate in service improvement initiatives and contribute to ITSM tool enhancements.
 
 
 &bull; Generate reports on ticket trends, service desk performance, and user satisfaction metrics.
 
 
 &bull; Stay updated with the latest IT technologies, best practices, and industry trends.
 
 
 &bull; Uphold company values throughout business practices and utilise sound judgment in decision making.
 
 
 &bull; Any other additional duties as may be required by management based on needs of the business.
 
 
 
 
 
 Job Requirements &amp; Qualifications :
 
 
 
 
 
 &bull; A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.
 
 
 &bull; Experience working in a structured IT environment following ITIL processes is preferred.
 
 
 &bull; Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
 
 
 &bull; ITIL Foundation certification is preferred.
 
 
 &bull; Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are an advantage.
 
</div>

Service Desk Analyst - UAE National Only

Bahri | البحري

<div>
 
 
 Job Purpose:
 
 
 
 Provide efficient, on-site IT helpdesk support to ensure timely resolution of technical issues, maintain high user satisfaction, and meet established Service Level Agreements (SLAs).
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 Operations
 
 
 <ul>
 <li>
 Deliver 1st-level support for hardware, software, and network-related issues.
 </li>
 <li>
 Install, configure, and troubleshoot computer systems, peripherals, and applications.
 </li>
 <li>
 Respond promptly to incidents assigned via the IT ticketing system.
 </li>
 </ul>
 
 
 
 
 
 Incident Management
 
 
 <ul>
 <li>
 Diagnose and resolve incidents within agreed timelines.
 </li>
 <li>
 Escalate unresolved issues to appropriate IT teams or vendors.
 </li>
 <li>
 Track incident progress and keep users informed until closure.
 </li>
 </ul>
 
 
 
 
 
 Process Improvement
 
 
 <ul>
 <li>
 Work with the IT Support Manager to standardize operating procedures.
 </li>
 <li>
 Identify and recommend improvements to enhance IT service delivery.
 </li>
 </ul>
 
 
 
 
 
 Concepts &amp; Policies
 
 
 <ul>
 <li>
 Follow IT policies, security guidelines, and operational standards.
 </li>
 <li>
 Ensure compliance with company IT governance frameworks.
 </li>
 </ul>
 
 
 
 
 
 Reporting &amp; Documentation
 
 
 <ul>
 <li>
 Maintain accurate documentation of incidents, solutions, and procedures.
 </li>
 <li>
 Prepare reports on IT support activities, trends, and recurring issues.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Qualifications &amp; Experience:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in computer engineering, Information Technology, or related field.
 </li>
 <li>
 5-7 years of experience in desktop/helpdesk support.
 </li>
 <li>
 Strong knowledge of Microsoft Windows, Office 365, and basic networking.
 </li>
 <li>
 Experience with IT ticketing systems and remote support tools.
 </li>
 <li>
 Valid Professional Certifications.
 </li>
 </ul>
</div>

IT Support Sr. Analyst

Chalhoub Group

<div>INSPIRE | EXHILARATE | DELIGHT
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality &mdash; bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse &mdash; the Group&rsquo;s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.
Sustainability is at the core of the Group&rsquo;s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women&rsquo;s Empowerment Principles, and to have pledged to reach Net Zero by 2040. 
What You'll Be Doing
The Senior Analyst - Tech Service Management will contribute to the development, implementation, and day-to-day operation of IT Service Management processes, and will build strong relationships with business users, and both internal and external support partners.
The role will help ensure that IT services are delivered effectively to our business users. The position will act as a key interface between IT and the business, supporting service performance monitoring, reporting, and continuous improvement initiatives. 
 
The analyst will also support proactive escalation tracking, on-call workflows, and contribute to real-time issue awareness and service health transparency.
Key Responsibilities<ul><li>Operate and ensure adherence to ITSM processes, including Incident, Major Incident, Change, Request, Problem, Service Level, Service Transition, and Knowledge Management.</li><li>Provide service process guidance, education, and training to internal and external support partners.</li><li>Serve as the primary escalation point for support teams and business users, fostering effective communication.</li><li>Track escalations, capture updates, and produce regular summaries for leadership.</li><li>Manage and participate in the on-call rota to ensure 24x7 support for major incidents.</li><li>Monitor service performance, report on SLAs, KPIs, OLAs, and XLAs, and highlight improvement opportunities.</li><li>Oversee the full lifecycle of incidents and requests, ensuring timely user and stakeholder communication.</li><li>Support the facilitation and operation of the Change Advisory Board (CAB).</li><li>Maintain and develop support content and user-facing knowledge articles.</li><li>Coordinate major incident and problem management, including RCA, follow-up, and retrospectives.</li><li>Track supplier performance against contractual SLAs.</li><li>Help maintain accurate IT Service Catalogue and CMDB records.</li><li>Support service audits and process reviews to uphold governance standards.</li></ul>
What You&rsquo;ll Need To Succeed<ul><li>4&ndash;6 years&rsquo; experience in IT Service Management roles in a multi-vendor environment.</li><li>Strong working knowledge of ITIL processes (ITIL Foundation certification required; ITIL 3 or 4 preferred).</li><li>Experience supporting service delivery in a customer-facing capacity.</li><li>Strong analytical skills and attention to detail, with an ability to identify patterns and trends in service data.</li><li>Effective communication and interpersonal skills, able to build strong relationships with business users and support teams.</li><li>A proactive approach to continuous improvement and service excellence.</li></ul>
What We Can Offer You
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
We Invite All Applicants to Apply
It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.</div>

Senior Analyst - Tech Service Management

HERE Technologies

<div>
 
 What's the role?
 
 
 
 Technical Support is a global organization that provides broad expertise in HERE products and services. We assist in technical sales and work closely with Product, Development and Operations teams to resolve customer issues and improve the functionality of HERE product and services. As a Technical Support Engineer, you will be working with customers to help them solve location business problems and accelerate value derived from HERE&rsquo;s products and services. A HERE Technical Support Engineer builds long term relationships with customers, learns fast and obsessively drives customer issues towards resolution.
 
 
 
 Main Responsibilities
 
 
 
 <ul>
 <li>
 Provides expert, fast, and effective resolution to customers&rsquo; technical issues. Operates as the go-to technical expert for HERE products.
 </li>
 <li>
 Supports developers using HERE Location APIs and authors code samples, tutorials, and technical articles for the developer community.
 </li>
 <li>
 Manages incident response and escalation. Facilitates root cause analysis.
 </li>
 <li>
 Improves the HERE product portfolio by providing customer insights and requirements for product development and innovation and implements corrective actions.
 </li>
 <li>
 Innovates, breaks silos, and challenges the status quo in the pursuit of customer success.
 
 
 </li>
 </ul>
 
 Who are you?
 
 
 
 You are passionate about customer success, excited about learning new technologies and loves sharing knowledge with others.
 
 
 <ul>
 <li>
 Degree in Computer Science or related fields.
 </li>
 <li>
 Strong problem-solving, analytical &amp; troubleshooting abilities.
 </li>
 <li>
 Solid experience with SQL, GIS, DBMS is required.
 </li>
 <li>
 Experience with Java, C++, Python, and web development recommended.
 </li>
 <li>
 Mobile Application Development experience, APIs, SDK (iOS/Android) recommended.
 </li>
 <li>
 Familiarity with location technologies including map tiles, geocoding, search, navigation, GPS, routing, positioning, rendering and traffic. Understanding of infotainment, telematics, and wireless communication technology preferred.
 </li>
 <li>
 Excellent oral and written communication skills (technical and non-technical).
 </li>
 <li>
 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles.
 </li>
 <li>
 Native Arabic speaker.
 </li>
 <li>
 Business fluent in English.
 </li>
 <li>
 Incident and escalation management experience in 24/7 mission critical systems.
 
 
 </li>
 </ul>
 
 What do we offer?
 
 
 
 <ul>
 <li>
 An opportunity to work with extraordinary people
 </li>
 <li>
 Intellectual challenging problems to solve
 </li>
 <li>
 Variety in the types of projects, lots of innovation and emphasis on making processes efficient
 
 
 </li>
 </ul>
 HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. -
 
 
 As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. This offer and any related claims are subject to the successful completion of a background verification.
 
 
 
 Who are we?
 
 
 
 HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes &ndash; from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.
 
 
 At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people&rsquo;s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.
 
 
</div>

Technical Support Engineer - Location Technologies

Desert Face Trading LLC

<div><div>Urgently required for an reputed automobile spare parts trading company dealing in European Trucks &amp; Trailer Parts based in Jebel Ali Dubai UAE male I.T Support Engineer . He should have good experience of minimum of 5 years in the I.T Department in a large MNC company . He should have sound knowledge of SAP / Java Script Boot / MySQL / Python / DevOps / Linux / Digital Marketing / Networking . His responsibilities as follows : 
 
Support Engineer Responsibilities:</div><ul><li>
Providing customers with IT support via desktop solutions, chat functions, emails, and calls.</li><li>
Assisting customers with account setup and application installations.</li><li>
Ensuring optimal application functionality by configuring networks.</li><li>
Troubleshooting IT issues by asking customers targeted questions.</li><li>
Providing customers with step-by-step guidance to resolve technical problems.</li><li>
Following up on technical queries and providing prompt feedback.</li><li>
Prioritizing customer queries and escalating serious technical issues to IT developers.</li><li>
Documenting error reports and monitoring performance metrics.</li><li>
Relaying application functionality feedback from customers to IT developers.</li><li>
Compiling IT instruction manuals and useful IT support resources.</li></ul><div> 

Support Engineer Requirements:</div><ul><li>
A bachelor's degree in computer science, information technology, or similar.</li><li>
5 years of experience as a support engineer.</li><li>
In-depth knowledge of Windows, Linux, and Mac OS environments.</li><li>
Proficiency in remote desktop and helpdesk software, such as Freshdesk and Zendesk.</li><li>
Advanced knowledge of IT software, hardware, and network setup.</li><li>
Exceptional ability to prioritize and diagnose IT problems.</li><li>
Extensive experience in resolving customer IT queries.</li><li>
Proficiency in documenting processes and monitoring performance metrics.</li><li>
Ability to relay important application feedback to IT developers.</li><li>
Exceptional written and verbal communication skills.</li></ul><div> 
Excellent Salary and Career Growth -Immediate Joining</div></div>

Senior I.T Support Engineer

Emirates Global Aluminium (EGA)

<div>
 Job description:
 
 
 
 JOB PURPOSE:
 
 To provide, maintain, support the requirements of I.T. hardware and software and ensure the continuous availability of the services such as PC&rsquo;s, Laptops, Printers, and Projectors.&nbsp;
 
 
 KEY ACCOUNTABILITIES:
 
 Troubleshooting
 
 Provides second level of troubleshooting for hardware and software and following the support provided by the team members&nbsp;
 
 Liaises with the I.T. Helpdesk and I.T. security team to support the users during provision system support &nbsp;
 
 Installs and performs repairs to hardware, software, and peripheral equipment to ensure minimised downtime for users
 
 Refers to technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
 
 Reviews Help Desk logs and maintains records of daily data communication transactions, problems and remedial action taken, and installation activities for review, planning and forecasting purposes
 
 
 Safety, Quality &amp; Environment
 
 Ensures compliance to all relevant safety, quality and environmental management policies, procedures and controls across the section in order to guarantee employee safety, legislative compliance and a responsible environmental attitude
 
 
 Related Assignments
 
 Performs other related duties or assignments as directed&nbsp;
 
 
 AUTHORITY/ DECISION MAKING:
 
 Guidelines:&nbsp;
 
 Thinking within clearly defined policies, standards and specific objectives
 
 
 Decision Making:
 
 Direction of work is subject to practices and procedures, output is managed
 
 
 QUALIFICATIONS &amp; SKILLS:
 
 Minimum Qualifications:
 
 Bachelor&rsquo;s degree in computer science or equivalent
 
 
 Minimum Experience:
 
 2-3 years&rsquo; experience in computer field. Experience of managing hardware and software troubleshooting. Knowledge of possess good communication skills and has to be fluent in English
 
 
 Skills:
 
 Knowledge in hardware repairing such as PC&rsquo;s, Laptop&rsquo;s, Windows Operating System
 
 Have Knowledge of Active Directory&nbsp;
 
 Desktop and laptop break/fix experience
 
 Experience with Platforms including HP, Windows XP and 7, MS Office Suite
 
</div>

Technical Analyst II

Marriott International

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25132496
 
 
 
 Job Category
 
 Information Technology
 
 
 
 Location
 
 Grosvenor House a Luxury Collection Hotel Dubai, Al Emreef Street, Dubai, United Arab Emirates, United Arab Emirates,VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Non-Management
 
 
 
 Position Summary
 
 
 
 Troubleshoot and resolve technical problems or issues related to computer software and systems. Provide technical guidance and recommendations to resolve business problems. Analyze, recommend, and implement process improvements. Enter commands and activate controls on computer and peripheral equipment to integrate and operate equipment. Troubleshoot, modify, support, manage, and maintain applications programs and user accounts. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Train or instruct users in the proper use of hardware or software. Manage and coordinate planning, design, operations, maintenance, and resource allocation of telecommunications activities, including client/server support and strategic and tactical planning. Consult with and advise others on administrative policies and procedures, technical problems, priorities, and methods related to telecommunications.
 
 
 Assist management in hiring, training, scheduling, evaluating, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Follow all company policies and procedures; protect company assets. Speak with others using clear and professional language. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Visually verify information. Enter and locate information using computers/Point of Sale (POS) systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Preferred Qualifications
 
 
 
 Education: Technical, Trade, or Vocational School Degree.
 
 
 Related Work Experience: At least 2 years of related work experience.
 
 
 Supervisory Experience: No supervisory experience.
 
 
 License or Certification: None
 
 
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 The Luxury Collection Hotels &amp; Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand &ndash; a collection of Europe's most celebrated and iconic properties &ndash; serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
 
 
 From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale &ndash; a portal to the destination&rsquo;s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

Information Technology Officer

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