Job Position – Service Desk Analyst
Company Name – Quess Corp Middle East
Level 1 (Arabic Speaker)
Location: Dubai, UAE
Availability: Immediate Joiners Preferred
Experience – 1 to 2 Years only
With excellent communication skills in Arabic and English. The candidate will be responsible for providing first-level technical support, incident logging, basic troubleshooting, and ensuring timely resolution and escalation as required.
Responsibilities:
Serve as the first point of contact for all IT-related queries via phone, email, and ticketing system.
Provide Level 1 technical support for hardware, software, network connectivity, printers, and user access issues.
Log, categorize, track, and manage incidents and service requests using the service management tool.
Perform basic troubleshooting and escalate unresolved issues to Level 2/Level 3 teams.
Install and configure desktops, laptops, operating systems, and standard applications.
Assist users with password resets, account unlocks, and general user support in Windows environment.
Maintain documentation, knowledge base, and SOP updates.
Ensure SLAs and response timelines are achieved.
Deliver excellent customer service and ensure positive user experience.
Required Skills & Experience:
1–2 years of experience in IT Service Desk / Technical Support / Helpdesk role.
Fluent in Arabic & English (mandatory).
Hands-on knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking.
Experience with ITSM tools (ServiceNow / ManageEngine / Remedy or similar).
Strong troubleshooting and problem-solving skills.
Ability to work in fast-paced support environment.
Preferred Qualifications:
IT Certifications such as CompTIA A+, ITIL Foundation, MCSA, CCNA (plus point).
Experience supporting corporate users in UAE preferred.
Excellent communication & interpersonal skills
Customer-oriented attitude
Team player with willingness to learn
Ability to multitask and prioritize