Senior Service Desk Analyst

Do you strive to make a difference? Goaco is looking to build a team to continue solving problems using software and technology for our clients. We are developers at heart – and by the mind too. We thrive on challenges and live for logical thinking. Formed over a decade ago, we have built on our successes, all of whom have benefitted from their level-headed software solutions. The team is all like-minded individuals, with a drive to succeed in their own fields.

Salary Range: 120,000 AED

Goaco is a growing Managed Service Provider (MSP) delivering IT Support, Cyber Security and Microsoft Cloud solutions to businesses across the UAE & UK. We pride ourselves on providing exceptional customer service, innovative technology solutions and a security-first approach.

We’re looking for an experienced Senior Service Desk Analyst to join our growing technical team. This is a hands-on role supporting both internal systems and our managed customers, while helping to drive technical excellence across the Service Desk.

As a Senior Service Desk Analyst, you’ll provide 2nd and 3rd line technical support, assist with customer onboarding, and support the delivery of infrastructure and cloud solutions.

You’ll be a key escalation point for the Service Desk, helping to resolve complex technical issues while mentoring junior engineers and contributing to the continuous improvement of our services.

• Provide 2nd and 3rd line technical support to internal users and managed customers.
• Troubleshoot desktop, server, networking and Microsoft 365 issues.
• Support Microsoft Intune, Entra ID and endpoint management.
• Build, configure and deploy laptops, desktops and mobile devices.
• Assist with the technical onboarding of new customers.
• Configure and support networking equipment, including firewalls, switches, wireless networks and VPNs.
• Support infrastructure projects, cloud migrations and system upgrades.
• Maintain secure endpoint configurations and assist with implementing Zero Trust security principles.
• Produce monthly technical and service reports.
• Create and maintain technical documentation and knowledge base articles.
• Act as an escalation point for the wider Service Desk team.
• Support continuous improvement initiatives across the Service Desk.

• Minimum 3 years’ experience in an IT Support, Service Desk or MSP environment.
• Strong experience supporting Microsoft 365 environments.
• Microsoft Intune and Entra ID.
• Windows 10/11 and Windows Server administration.
• Active Directory and Group Policy.
• Networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls and Switching).
• Excellent troubleshooting and diagnostic skills.
• Strong communication and customer service skills.
• Ability to prioritise workloads and manage multiple tasks effectively.

• Ideally have a valid UAE driver’s licence and access to vehicle for ad-hoc site access.
• Experience working within a Managed Service Provider (MSP).
• Microsoft certifications (MD-102, MS-102, AZ-104 or equivalent).
• Knowledge of Microsoft Defender and endpoint security.
• Experience with Datto RMM, HaloPSA or similar service management platforms.
• PowerShell scripting.
• Understanding of Cyber Essentials and Zero Trust security principles.

• Competitive Salary: Base salary commensurate with experience.
• Career Progression: Clear pathways for career development and progression within the company.
• Training & Development: Ongoing training and development opportunities to help you grow in your role.Ongoing Microsoft training and certification support.Exposure to modern Microsoft Cloud and Cyber Security technologies.
• Supportive Culture: Join a collaborative, friendly, and ambitious team that values work-life balance and personal growth.

• Monday to Friday
• Part of on-call rota
• Occasional travel to customer sites may be required.