IT Analyst

Overview

IT Analyst role at TALENTMATE — Sharjah, United Arab Emirates. Date : 25 Sept 2025. Location : Sharjah, AE. Company : Information Systems Associates - Sharjah (ISA-SHJ).

Job Purpose

To provide support services to end users through various channels as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business. Installs, configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and clients adopted policies and procedures.

Key Result Responsibilities

• Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems, takes ownership of reported issues, responds to enquiries, provides information and feedback ensuring problems are being recorded and tracked throughout the entire process.
• Maintains positive customer working relationships with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance.
• Provides technical, non-technical support to clients, conducts analysis, diagnosis and troubleshoots systems, network, hardware, software faults and bugs to resolve problems considering system capacity, limitations, etc.
• Applies metrics to monitor performance and measure key project criteria.
• Identifies resolutions to technical problems, carries out bug fixes for minor issues and applying patches; channels unresolved issues in the right direction as necessary and responds within agreed time limits to call-outs.
• Assists with the development and implementation of processes and service level agreements of incidents management and service request management.
• Assists technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required.
• Contributes to the creation of a support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs.
• Utilizes different communication channels to support or guide end users on enquiries and problems raised (in person, telephone, email, web, chat, etc.).
• Ensures proper recording and closure of all claims and generates timely reports of different nature to capture support services activities.
• Installs, configures, monitors and maintains computer hardware operating systems, applications and networks, replaces parts and upgrades as needed in line with agreed SLAs.
• Supports the rollout of new applications where applicable, sets up new user accounts, profiles and passwords. Supports clients during CR implementation, UAT and Training.
• Assists in establishing and maintaining a complete and accurate record of all IT assets within ISA.
• Establishes and maintains security, integrity, and business continuity controls and documents.
• Responds positively to operational needs by being on call for 24x7 support.
• Performs any other additional duties as directed by the line manager.

Qualifications (Academic, Training, Languages)

Work Experience

What We Offer / About The Company

Reporting : TalentMate platform features and general information about the company. This section summarizes the company philosophy and the TalentMate portal purpose as a resource for job seekers and employers.

Disclaimer : TalentMate is a platform to connect jobseekers and employers. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse requests for money payments and advise against sharing personal or bank details. For fraud concerns, email

#J-18808-Ljbffr