IT Services Analyst - UAE National

The IT Services Analyst ensures the smooth operation of the company’s IT systems by providing efficient technical support, resolving issues promptly, and maintaining system reliability and security. This role serves as a vital link between technology and end users, enhancing productivity and business efficiency through collaboration, problem-solving, and process improvement.

Key Responsibilities

1. Technical Support

• Provide Level 1 technical support for end users.
• Troubleshoot issues and guide users through problem-solving steps.
• Escalate complex issues to higher-level IT teams.
• Ensure timely resolution of incidents and service requests in line with SLAs and ITIL standards.
• Support end-user system updates and monitoring (patch management, spyware removal, virus checks, backups, etc.).
• Manage user accounts and email configurations.
• Monitor and maintain printers, copiers, and other office equipment.
• Configure and prepare new devices (laptops, desktops, mobiles, landlines, etc.) for users.

2. Incident Management

• Log, prioritize, and track IT incidents using ticketing systems.
• Investigate root causes and recommend preventive actions.
• Communicate status updates clearly and promptly to stakeholders.
• Coordinate with technical teams to implement solutions.
• Conduct post-incident analysis and prepare service reports (SLA performance, root causes, etc.).

3. IT Asset and Inventory Management

• Track and manage IT assets including hardware, software, and licenses.
• Maintain accurate records of asset ownership and movement.
• Coordinate procurement, deployment, and decommissioning of assets.
• Optimize asset utilization and manage stock levels efficiently.
• Collaborate with procurement to ensure timely availability of IT equipment.
• Implement best practices to minimize waste and excess inventory.

4. Continuous Improvement

• Research and suggest new technologies and software to enhance efficiency.
• Document systems, processes, and workflows.
• Contribute to building a technical knowledge base for common issues.
• Manage vendor relationships and support vendor coordination.
• Demonstrate negotiation and inventory management skills.

5. Technical Tools and IP Telephony

• Manage Desktop Central, Service Desk Plus, Door Access, and MyQ systems — ensuring uptime and bug-free performance; liaise with vendors for issue resolution.
• Maintain MailStore Server and manage backups and user archive exports.
• Manage Avaya IP Telephony & Dial-Guard systems and coordinate with telecom teams to enhance performance.
• Contribute to expanding and improving IP telephony capabilities.

Qualifications & Experience

Education:

🎓 Bachelor’s degree in Information Technology, Mathematics, or a related field

Experience:

• Minimum 2+ years as an IT Service Analyst or Desktop Support Engineer
• Experience in the Middle East is preferred
• Knowledge of networking systems (email, firewalls, servers, protocols, etc.)
• Experience in computer and printer maintenance and repair
• Strong understanding of LAN/WAN, DNS, DHCP, NAS, VPN, and Active Directory
• Skilled in Microsoft Office, Windows 10/11, and Windows Server environments

Certifications & Technical Skills

Preferred Certifications:

• ITIL Certification (Service Management)
• MCSE / Microsoft 365 Modern Desktop Administrator Associate
• CCNA (optional, advantage)
• Desktop Central & Service Desk Plus experience (added advantage)

Technical Competencies:

• Proficient in Windows technologies
• Knowledge of IT security, system administration, and network management
• Analytical and problem-solving mindset
• Effective communication and time management
• Strong team collaboration and customer support orientation

Work Details

🕒 Schedule:

• Monday–Thursday: 9:00 AM – 5:00 PM
• Friday: 8:30 AM – 12:30 PM

💰 Compensation:

AED 15,000 – 20,000 per month (depending on experience)

• Nafis benefits
• Benefits as per the Labour Law
• Annual bonus