Service Desk Analyst - UAE National Only

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:

• Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.

• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.

• Escalate complex technical issues to higher-level support teams as per the escalation procedures. • Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.

• Provide remote and on-site support to employees as needed.

• Ensure timely resolution of service requests and incidents within agreed SLAs.

• Track and update tickets with accurate progress notes and resolutions.

• Follow ITIL best practices for incident, problem, and change management.

• Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.

• Provide clear, professional communication with users regarding their IT issues, ensuring they are updated on resolution timelines.

• Offer basic training and guidance to end users on IT policies, systems, and applications.

• Create and update user-friendly knowledge base articles and FAQs to support self-service capabilities.

• Assist in managing IT assets, including desktops, laptops, printers, and peripheral devices.

• Process user account creation, modifications, and access permissions in line with IT security policies.

• Ensure compliance with data security, privacy, and IT policies when handling sensitive information.

• Identify recurring issues and suggest improvements to enhance IT service desk efficiency.

• Participate in service improvement initiatives and contribute to ITSM tool enhancements.

• Generate reports on ticket trends, service desk performance, and user satisfaction metrics.

• Stay updated with the latest IT technologies, best practices, and industry trends.

• Uphold company values throughout business practices and utilise sound judgment in decision making.

• Any other additional duties as may be required by management based on needs of the business.

Job Requirements & Qualifications :

• A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.

• Experience working in a structured IT environment following ITIL processes is preferred.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• ITIL Foundation certification is preferred.

• Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are an advantage.