L1 Service Desk Analyst Abu Dhabi UAE 12-Month Contract

We’re hiring L1 Service Desk Analysts with strong communication skills to be the first point of contact for our users in Abu Dhabi.

• Act as first point of contact for users via phone, email, chat, and the ITSM portal
  
• Log, categorize, prioritize, and resolve incidents and service requests within SLA
  
• Provide first-level troubleshooting for Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
  
• Handle password resets, account unlocks, and basic access requests
  
• Support remote users using remote-assist tools
  
• Escalate unresolved issues to L2/L3 with clear, complete ticket notes
  
• Keep users updated on ticket progress and confirm resolution before closure
  
• Follow knowledge base articles and contribute to documentation
  
• Support new device setup and user onboarding as needed
  

Requirements

What you bring

• [1-3] years in IT help desk or service desk support
  
• Excellent spoken and written English; Arabic is a plus
  
• Clear, polite, and patient communication with non-technical users
  
• Basic knowledge of Windows 10/11, Microsoft 365, Active Directory, and networking fundamentals
  
• Experience with an ITSM tool (ServiceNow, Jira Service Management, Remedy, or similar)
  
• Good ticket documentation habits and a customer-first attitude
  
• Willingness to work [shifts / rotations] if required
  

Nice to have

• ITIL Foundation, CompTIA A+, or Microsoft certification (MD-102, MS-900)
  
• Familiarity with Intune, Autopilot, or Entra ID
  
• Experience supporting enterprise or GCC clients