IT Service Desk Analyst (L1/L2 Support)

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.

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).