Nationality Requirement: Arab Nationals only
Key Responsibilities
-Serve as the first line of support across multiple channels (ticketing system, phone, email, chat).
-Log, categorize, prioritize, and track incidents and requests following ITIL procedures.
-Troubleshoot and resolve hardware and software issues (Windows/macOS/Linux, Office apps, printers, scanners), including remote support.
-Manage user accounts, Active Directory, Exchange/O365, and support onboarding/offboarding.
-Escalate complex issues to second-line support while maintaining full ownership of the case.
-Adhere to SLA timelines; proactively update users on status and ensure timely resolution.
-Create and maintain knowledge base documentation to support end-user self-service and reduce repetitive issues.
Required Qualifications
-2–5 years of experience in a Service Desk or IT Support role.
-In-depth understanding of ITIL/ITSM best practices (incident management, SLAs, escalation paths).
-Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, JIRA, ManageEngine, BMC Remedy).
-Strong troubleshooting skills across operating systems, networks, hardware, and peripherals.
-Excellent communication skills — able to explain technical issues clearly and empathetically to end-users.
-Must be an Arabic speaker currently residing in Dubai.