Job Position – IT Service Desk Engineer
Company Name – CNS Middle East
Location: Dubai
Immediate joiners please mention in the subject if you acn join immediately
Hiring for a proactive and customer-focused to provide first-level technical support to end users through calls and emails. The ideal candidate should have strong troubleshooting skills, experience handling IT service desk operations, and the ability to resolve technical issues efficiently within SLA timelines.
Key Responsibilities
-Provide technical support to end users via phone calls, emails, and ticketing systems.
-Act as the first point of contact for diagnosing and resolving IT-related issues.
-Log, track, update, and prioritize incidents and service requests using ticketing tools such as Ivanti, ManageEngine, ServiceNOW, or BMC Remedy.
-Troubleshoot and resolve issues related to operating systems, software applications, hardware, printers, and network connectivity.
-Manage user accounts in Active Directory, including password resets and account unlocks.
-Perform software installations, configurations, and basic system support activities.
-Create, maintain, and update Knowledge Base (KB) articles and FAQs for recurring issues.
-Escalate unresolved or high-priority incidents to Level 2/Level 3 support teams when required.
-Ensure timely follow-up and closure of support tickets while maintaining high customer satisfaction.
-Adhere to IT support processes, policies, and service level agreements (SLAs).
Requirements
-Graduate in any discipline.
-Minimum 4+ years of experience in IT Service Desk / IT Support role.
-Hands-on experience with ticketing tools such as Ivanti, ManageEngine, ServiceNOW, or BMC Remedy.
-Good understanding of Windows operating systems, MS Office applications, hardware troubleshooting, and networking basics.
-Experience with Active Directory user management.
-Strong communication and customer service skills.
-Ability to work in a fast-paced support environment.