Service Desk Analyst - UAE National

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.

• 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.

• 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.