Service Desk Analyst

Overview

We are looking for a skilled Support Engineer - Service Desk to join our IT Operations team in Dubai. This position requires a candidate with extensive expertise in enterprise IT support, service desk management, Microsoft technology stack, endpoint administration, and IT Service Management (ITSM) methodologies. The role is pivotal in guaranteeing effective IT service delivery, prompt incident resolution, and comprehensive user assistance within a dynamic corporate setting.

Key Responsibilities

• Deliver Level 1 and Level 2 support, addressing IT incidents, service requests, and operational challenges.
• Diagnose and fix hardware, software, network connectivity, and infrastructure problems.
• Support desktop and laptop devices, printers, LAN cabling, patching, and other endpoint peripherals.
• Manage user accounts, permissions, and administration within Active Directory and Microsoft Entra ID environments.
• Provide assistance for Microsoft 365 applications, Exchange Server and Online, Outlook, Teams, and related collaboration platforms.
• Process and manage support tickets using ServiceNow and comparable ITSM platforms, following ITIL best practices.
• Conduct root cause analyses to identify and prevent recurring incidents.
• Monitor IT infrastructure and service status using appropriate tracking and observability tools.
• Coordinate the management of major incidents by collaborating with internal teams, vendors, and stakeholders to ensure timely resolutions.
• Support users through multiple channels including phone, email, chat, walk-up services, and self-service portals.
• Develop and maintain technical documentation, standard operating procedures, knowledge base articles, and operational guidelines.
• Participate actively in systems upgrades, new deployments, configuration modifications, and on-call rotations.
• Initiate automation efforts and contribute to continuous improvement of IT service operations.

Required Skills and Experience

• Proficiency with ServiceNow (SNOW) and ITSM tools for ticket management and IT process adherence.
• Microsoft 365 administration experience, including management of Exchange Server, Exchange Online, Outlook, and Teams.
• Expertise in Active Directory and Microsoft Entra ID (Azure AD) user and access management.
• Knowledge of Windows and macOS operating system support and endpoint device management.
• Hands-on skills in LAN cabling, patching, printer troubleshooting, and endpoint hardware support.
• Strong grasp of network protocols and services including TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Experience in incident, problem, and change management aligned to ITIL frameworks.
• Familiarity with IT infrastructure monitoring and alerting tools for service health oversight.
• Minimum 5 years professional experience in IT Support, Service Desk operations, IT Operations, Technical Command Centers, or 24x7 support environments.
• Proven capability in managing enterprise-scale incidents and fulfilling service requests within fast-paced settings.
• Competence in stakeholder engagement and vendor coordination.
• Excellent analytical and troubleshooting abilities.

Preferred Certifications

• ITIL Foundation certification
• Microsoft 365 Certified
• Microsoft Azure Fundamentals (AZ-900)
• Azure Administrator (AZ-104)
• AWS Cloud Practitioner
• CCNA (Cisco Certified Network Associate)
• RHCSA (Red Hat Certified System Administrator)

Educational Qualifications

Candidates must hold a degree or diploma (12+3 or equivalent) in Information Technology, Computer Science, Engineering, or a related field.