IT Service Desk Analyst

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Maharat 71 Full time
We are seeking a motivated and customer-oriented IT Service Desk Analyst to join our dedicated team.

As an IT Service Desk Analyst you will be responsible for providing technical support and assistance to end-users, troubleshooting IT issues, and ensuring timely resolution.

Your role will be critical in maintaining high customer satisfaction and productivity levels within the organization.

Responsibilities:

IT Support and Issue Resolution:

  • Provide technical assistance and troubleshoot hardware, software, network, and systemrelated issues.
  • Accurately document and track support incidents and service requests in the ticketing system.
  • Resolve technical issues independently or escalate them to appropriate support teams if needed.
  • Ensure timely and effective communication with endusers regarding the status and progress of their requests.

User Account Management:

  • Assist with password resets, account provisioning, and user onboarding/offboarding processes.
  • Ensure compliance with security policies and procedures for user access and authentication.

Hardware and Software Support:

  • Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.
  • Assist users with software installations, updates, and troubleshooting.
  • Collaborate with vendors and external support teams for hardware repairs and replacements.

Documentation and Knowledge Management:

  • Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
  • Contribute to the development and improvement of support processes and documentation.
  • Share knowledge and best practices with team members to enhance overall support capabilities.

Continuous Improvement:

  • Identify recurring issues and trends, proposing and implementing preventive measures.
  • Participate in training and professional development activities to enhance technical skills.
  • Stay updated with industry trends, new technologies, and best practices related to IT service desk support.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications are a plus.
  • Proven experience as an IT Service Desk Analyst or in a similar customer support role.
  • ITIL Certified
  • Familiarity with network protocols, hardware, and basic troubleshooting.
  • Excellent customer service and communication skills, with the ability to explain technical concepts to nontechnical users.
  • Ability to work independently and efficiently, managing multiple priorities and tasks.
  • Strong problemsolving and analytical skills, with attention to detail.
  • Experience with IT service management tools and ticketing systems.

Education:

  • Bachelor's (preferred)

Experience:

  • IT
Service Desk Analyst: 3 years (preferred)
- desktop operating systems: 3 years (preferred)
- network protocols: 3 years (preferred)
- customer service: 3 years (preferred)

  • IT
service management tools and ticketing systems: 3 years (preferred)

Language:

  • Arabic (preferred)
  • English (preferred)

License/Certification:

  • Computer Science, Information Technology (preferred)
  • ITIL Certification (preferred)


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