We are seeking a proactive and customer-focused IT Service Desk Analyst (L1/L2 Support) to join our IT team in Dubai, United Arab Emirates. The successful candidate will be responsible for providing first-level and limited second-level technical support to internal users across the organization. This includes incident and request management, user account administration, application troubleshooting, and hardware/network support using our ITSM tool.
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The ideal candidate should demonstrate strong problem-solving abilities, excellent communication skills, and the ability to work effectively in a fast-paced environment while adhering to IT policies and service standards.
Key Responsibilities:
-
Ticket Management & User Support:
- Monitor and manage tickets via the ITSM platform (e.g., ManageEngine).
- Promptly assign, update, and resolve tickets based on priority and SLA.
- Provide technical assistance via Microsoft Teams, phone, email, and in-person when necessary.
- Escalate unresolved issues to appropriate internal teams.
-
User Account & Access Management:
- Create, modify, disable, and extend user accounts upon approval.
- Manage user information and access rights in Active Directory.
- Assign Microsoft 365 licenses and configure Teams softphones.
- Manage VPN and group access in accordance with company security policies.
-
Application & System Support (L1):
- Provide first-level support for:
- Microsoft 365 Suite (Outlook, OneDrive, Teams, etc.)
- Java and Adobe PDF tools
- Windows OS troubleshooting
- Oracle EBS (basic functional support)
- Perform system maintenance tasks such as BIOS updates, storage cleanup, and software reinstallations.
-
Hardware & Network Support:
- Assist with:
- VPN and network connectivity issues
- IP Telephony login/access
- Wi-Fi connectivity
- Printer configurations and troubleshooting
- Perform endpoint antivirus scans and coordinate with the Security Team as needed.
-
Process Compliance & User Guidance:
- Support employee onboarding with IT orientation and system access setup.
- Educate users on IT best practices, particularly around file sharing and data security.
- Ensure compliance with IT policies and assist in promoting IT security awareness.
Required Qualifications & Skills:
- Bachelor’s degree in Information Technology or a related discipline.
- 1–3 years of experience in an IT Service Desk or Desktop Support role.
- Proficiency in:
- Microsoft 365 administration
- Active Directory & VPN management
- Basic networking concepts
- Familiarity with ITIL-based incident and request management processes.
- Experience with ITSM tools (e.g., ManageEngine, ServiceNow, etc.) is preferred.
- Strong analytical, communication, and interpersonal skills.
- Ability to multitask and prioritize effectively.
- Fluent in English (Arabic language skills are a plus).
