Service Desk Analyst - UAE National Only

The Service Desk Analyst is responsible for providing first-line technical support to end users across the group. This job involves troubleshooting IT-related issues, responding to service requests, and ensuring the resolution of incidents in a timely and efficient manner. The Service Desk Analyst plays a critical role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.Job Resposibilities:Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.Escalate complex technical issues to higher-level support teams as per the escalation procedures.Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.Provide remote and on-site support to employees as needed.Ensure timely resolution of service requests and incidents within agreed SLAs.Track and update tickets with accurate progress notes and resolutions.Follow ITIL best practices for incident, problem, and change management.Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.Provide clear, professional communication with users regarding their IT issues, ensuring they are updated on resolution timelines.Offer basic training and guidance to end users on IT policies, systems, and applications.Create and update user-friendly knowledge base articles and FAQs to support self-service capabilities.Assist in managing IT assets, including desktops, laptops, printers, and peripheral devices.Process user account creation, modifications, and access permissions in line with IT security policies.Ensure compliance with data security, privacy, and IT policies when handling sensitive information.Identify recurring issues and suggest improvements to enhance IT service desk efficiency.Participate in service improvement initiatives and contribute to ITSM tool enhancements.Generate reports on ticket trends, service desk performance, and user satisfaction metrics.Stay updated with the latest IT technologies, best practices, and industry trends.Uphold company values throughout business practices and utilise sound judgment in decision making.Any other additional duties as may be required by management based on needs of the business.Job Requirements & Qualifications :A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.Experience working in a structured IT environment following ITIL processes is preferred.Bachelor’s degree in Information Technology, Computer Science, or a related field.ITIL Foundation certification is preferred.Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are an advantage.#J-18808-Ljbffr