Location :- Dubai , UAE
Email :- hr@staffconnect.ae
Whats App :- +971 529421270
Job Summary
The Service Desk Analyst will act as the first point of contact for all IT-related incidents and service requests. The role ensures timely resolution of issues while delivering a high-quality support experience to end users.
Key Duties and Responsibilities
- Provide Level 1 technical support via phone, email, and ticketing systems
- Log, categorize, prioritize, and track incidents and service requests in line with SLAs
- Troubleshoot and resolve issues related to:
a. Laptops, desktops, printers, and other end-user devices
b. Windows operating systems and standard business applications
c. Email systems and collaboration tools
d. Basic network connectivity (LAN/Wi-Fi/VPN) - Escalate complex or unresolved issues to Level 2/3 support teams
- Follow ITIL-based incident, request, and change management processes
- Maintain accurate documentation of incidents, resolutions, and known errors
- Provide regular updates to users regarding ticket status and expected resolution times
- Support onboarding and offboarding activities (user setup, access provisioning, hardware allocation)
Required Qualifications & Skills Mandatory:
- 2–3 years of experience in IT Service Desk or End-User Support
- Hands-on experience with ITSM tools (e.g., ServiceNow, Freshservice, Jira Service Management, etc.)
- Strong knowledge of Windows OS, MS Office 365, and basic networking concepts
- Good understanding of Active Directory (user account management, password resets)
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills (verbal and written)
Preferred Candidate Profile
- ITIL Foundation certification
- Basic knowledge of MDM tools and endpoint security solutions
- Experience working in a corporate or enterprise IT environment