Service Desk Agent

Saher management is hiring for "Service Desk Agent"

Job Title: Service Desk Agent (ARABIC SPEAKERS ONLY)

Location: Dubai

Job Summary

IT Service Desk Analyst (L1 Support)

Role Overview

Serve as the first point of contact for all IT-related issues, ensuring timely resolution and excellent end-user support in line with SLA standards.

Key Responsibilities

• Act as the primary contact for user IT issues and service requests
• Log, categorize, and prioritize incidents using ITSM tools (e.g., ServiceNow, ManageEngine)
• Perform Level 1 troubleshooting for hardware, software, printers, email, and network issues
• Handle user account management (password resets, account unlocks, access requests)
• Escalate complex issues to L2/L3 teams with proper documentation and logs
• Provide regular updates and follow-ups to users on ticket status
• Ensure timely closure of tickets as per SLA guidelines
• Support remote users via tools like AnyDesk, TeamViewer, or Remote Desktop
  
  

Required Skills & Technologies

• 1–3 years of experience in IT Service Desk / Desktop Support
• Strong knowledge of Windows OS and MS Office Suite
• Basic understanding of Active Directory (user/account management)
• Experience with IT ticketing systems (ServiceNow, ManageEngine, etc.)
• Familiarity with remote support tools
  
  

Preferred Qualifications

• Diploma / Bachelor’s Degree in IT, Computer Science, or related field
• ITIL Foundation Certification (preferred)
• A+, MCSA, or HDI certifications (advantageous)
  
  

Compensation & Benefits

Salary Range (approx.): AED 4,500 - AED 7,500 per month (gross), equivalent to approximately AED 54,000 - AED 90,000 per year. Final offer will be determined based on the candidates experience, qualifications, and company compensation policies.

Additional Benefits: Standard statutory benefits and company-specific perks may apply. [Add information regarding benefits and perks here]

Skills: helpdesk analyst,,hdi support center analyst,l1 support,itil,it service desk,mcsa

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