Tier 1 Service Desk Analyst - IT Managed Services - Arabic Must - Dubai

• ROLE TITLE: Tier 1 Service Desk Analyst
• Function: Service Desk
• Salary Band: AED 6000 - 7000 / month (all-inclusive)
• Location: Dubai, UAE
• Hiring For: IT Managed Services & Consulting Company
• Experience Required: 1-3 years in Managed Services / Service Desk environment
• Reports To: Service Desk Supervisor
• Language Requirement: Arabic MUST + English

Role Purpose

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

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorisation, priority, impact and urgency.
• Resolve first-line issues using knowledge articles - password resets, account unlocks, basic application, printing and connectivity issues.
• Route unresolved contacts to the correct resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Supervisor immediately on identification.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

Required Technical Skills

• Windows 10/11 and Microsoft 365 end-user troubleshooting.
• Active Directory basics - password resets, unlocks, group membership.
• Basic networking concepts and connectivity troubleshooting.
• Clear telephone manner and strong written communication in both languages.
• ITSM tool experience (ServiceNow or equivalent).

Qualifications & Certifications

• Diploma or Bachelor's degree in IT or a related discipline.
• ITIL Foundation preferred.
• CompTIA A+ or Microsoft fundamentals an advantage.

Other Requirements

• Arabic MUST - Mandatory & Non-Negotiable. Candidates without fluent Arabic will not be considered.
• Must have English proficiency as well.
• Prior experience working for an IT Managed Services & Consulting Company is preferred.
• Willing to work rotating shifts including weekends, early and late cover, and examination periods.
• Patience and empathy when supporting non-technical users including teaching staff.
• Clean police clearance and security vetting.

Work Location: Dubai, UAE.

Immediate joiners are preferred.

Contact us at +91 9791033506

botim calls at +91 9791033506

WhatsApp us at +91 9791033506

Skills: connectivity, microsoft, basic, english, password resets, troubleshooting, IT, managed services, resets, arabic.