Location: UAE
Experience: 1–3 Years
Reports To: Service Desk Supervisor
Languages: English/Arabic – Both Required
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About the Role:
As the first point of contact for all users across the 573-location estate, you will be responsible for logging, triaging, and resolving user contacts at the first line within agreed response and resolution targets.
Key Responsibilities:
- Handle user contacts through phone, email, self-service portal, and chat, ensuring response and resolution within agreed service levels.
- Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system.
- Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues.
- Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group.
- Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure.
- Identify and immediately escalate potential major incidents to the Supervisor in accordance with the defined escalation process.
- Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement.
- Support user communications during planned changes, service disruptions, and outages.
- Consistently meet defined quality, productivity, SLA, and customer satisfaction targets.
Requirements:
Required Skills & Competencies:
- Deep Windows 10/11, Microsoft 365, Exchange Online, and Active Directory troubleshooting.
- Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.
- Remote support and endpoint management tooling.
- Strong knowledge authoring capability.
- ITSM platform proficiency.
- Basic PowerShell for diagnostics.
Qualifications & Certifications:
- Bachelor's degree or diploma in IT or a related discipline.
- Microsoft certification (MD-102, MS-900 or equivalent) preferred.
- ITIL Foundation.
Education Sector Experience:
- Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.
- Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.
Other Requirements:
- Arabic language capability is a significant advantage given the bilingual user base.
- Availability for escalation outside core hours.
- Clean police clearance and security vetting.
