L1 Service Desk Analyst | Abu Dhabi, UAE | [12-Month Contract]

About the Role
We’re hiring L1 Service Desk Analysts with strong communication skills to be the first point of contact for our users in Abu Dhabi. This role is pivotal in ensuring users receive timely and effective support, while also maintaining the quality of service expected from our IT team.

Location: Abu Dhabi, UAE (On-site)
Contract: 12 months
Experience: 1-3 years

What You’ll Do

• Act as first point of contact for users via phone, email, chat, and the ITSM portal
• Log, categorize, prioritize, and resolve incidents and service requests within SLA
• Provide first-level troubleshooting for Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
• Handle password resets, account unlocks, and basic access requests
• Support remote users using remote-assist tools
• Escalate unresolved issues to L2/L3 with clear, complete ticket notes
• Keep users updated on ticket progress and confirm resolution before closure
• Follow knowledge base articles and contribute to documentation
• Support new device setup and user onboarding as needed

Requirements

What You Bring

• 1-3 years in IT help desk or service desk support
• Excellent spoken and written English; Arabic is a plus
• Clear, polite, and patient communication with non-technical users
• Basic knowledge of Windows 10/11, Microsoft 365, Active Directory, and networking fundamentals
• Experience with an ITSM tool (ServiceNow, Jira Service Management, Remedy, or similar)
• Good ticket documentation habits and a customer-first attitude
• Willingness to work shifts/rotations if required

Nice to Have

• ITIL Foundation, CompTIA A+, or Microsoft certification (MD-102, MS-900)
• Familiarity with Intune, Autopilot, or Entra ID
• Experience supporting enterprise or GCC clients