Job Description
Experience: 1–3 Years
Reports To: Service Desk Supervisor
Languages: English/Arabic – Both Required
Location: UAE
Role Summary:
Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving contacts at first line within agreed response and resolution targets.
Key Responsibilities:
Required Skills & Competencies
Qualifications & Certifications
Education Sector Experience
Other Requirements
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.
Service Desk Analyst • Dubai, DU, ae
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