Information Technology Service Desk Analyst

The IT Service Desk Analyst acts as the single point of contact for all IT-related inquiries and issues for Multiplex Employees globally. The primary objective of this role is to ensure seamless IT operations that enable end-users to perform their business tasks efficiently. Responsibilities include receiving, prioritizing, documenting, and resolving end-user support requests, with a focus on maintaining high levels of customer satisfaction.

• Technical Support & Troubleshooting:
  Provide prompt and effective first‑line technical support, including hardware, software, and network issues, ensuring all support requests are handled efficiently.
• Incident & Request Management:
  Oversee the entire lifecycle of incidents and service requests, from logging and prioritising tickets in the Service Now system to resolution and closure, while ensuring SLA compliance.
• Access Management:
  Handle Level 1 access management tasks, including user account creation, password resets, and group management in Active Directory and other enterprise systems.
• Collaboration & Communication:
  Maintain effective communication with end‑users and internal teams, ensuring that issues are resolved or escalated appropriately and that users are kept informed of progress.
• Knowledge Management:
  Contribute to creating and maintaining knowledge base articles, ensuring that common issues and solutions are documented to improve service desk efficiency and user self‑service capabilities.

Position Description Template Last Updated: 28-Jan-2026

Salary:
Upto AED 8,500 + Yearly Bonus+ Visa +Medical Insurance