Information Technology Service Desk Analyst

Overview

The IT Service Desk Analyst serves as the primary contact for all IT-related questions and problems faced by Multiplex employees worldwide. This position aims to support smooth IT processes, enabling end-users to efficiently complete their business functions.

Main Duties

• Deliver first-level technical assistance, resolving hardware, software, and network issues swiftly and effectively.
• Manage incident and service request tickets throughout their lifecycle using the ServiceNow platform, ensuring timely resolution and adherence to SLAs.
• Conduct Level 1 access management activities such as creating user accounts, resetting passwords, and managing user groups within Active Directory and other corporate systems.
• Maintain clear communication channels with end-users and internal teams, resolving issues promptly or escalating when necessary, while keeping users updated on status.
• Develop and update documentation for the knowledge base, capturing common problems and solutions to enhance service desk productivity and empower user self-help.

Compensation and Benefits

The role offers a salary up to AED 8,500 together with an annual bonus. Additionally, visa sponsorship and medical insurance are provided.