Service Desk Analyst Full Time

Service Desk Analyst jobs in Dubai with International Free Zone Authority (IFZA) provide an excellent opportunity for IT professionals seeking high-paying technical support and helpdesk roles in the UAE. This role involves resolving IT issues, managing service requests, troubleshooting software and hardware problems, and supporting end-users, making it ideal for candidates aiming to advance their careers in corporate IT operations and service management in Dubai.

Requirements

• Manage Level 1 technical support via phone, email, and walk-in channels
• Provide initial triage and analysis of support requests, escalating complex or
  unresolved issues to Senior Analysts or Tier 2/3 teams

• Act as operational support for Senior Service Desk Analysts, assisting with routine
  troubleshooting and follow-ups

• Clearly communicate technical information to users of varying technical knowledge
• Set realistic expectations with stakeholders regarding ticket timelines and priorities
• Accurately document all user interactions and technical steps in the ticketing system
• Monitor ticket queues and ensure tickets are assigned and categorized according to
  defined workflows

• Track IT assets and update inventory records in coordination with asset management
• Maintain and contribute to internal knowledge base articles
• Assist with user account management and access requests
• Follow established SLAs and escalate delays or blockers to the Service Desk
  Supervisor

• Support both Windows and macOS operating systems, including hardware and
  system-level troubleshooting

• Perform other job-related tasks as assigned by the Service Desk Supervisor or IT Management

Requirements

• Strong diagnostic skills for basic IT issues across Windows and macOS environments
• Understanding of Microsoft 365 apps and services
• Familiarity with network connectivity principles (Wi-Fi, VPN, LAN)
• Working knowledge of ITSM platforms and service desk ticketing tools
• ITIL v4 Foundation knowledge or orientation in line with ITSM principles
• Solid understanding of ticket prioritization, classification, and escalation flows
• Strong communication skills and customer service mindset
• Proven ability to follow technical procedures and document resolutions clearly
• Positive attitude and willingness to assist senior staff and collaborate within a team
• Strong organizational and multitasking skills

Benefits

• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Bonus scheme (in relevant departments)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization

As Dubai’s corporate and free zone sectors continue to grow, demand for skilled Service Desk Analysts and IT support professionals is rising.