Service Desk Analyst

About Us

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the countrys strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Job Description

The Service Desk Analyst serves as the primary point of contact for IT support across all business units. This position manages technical support requests through multiple channels including in-person, email, and telephone communication. The role focuses on effective stakeholder communication, basic technical troubleshooting, and efficient ticket management.

Main Responsibilities

• Manage Level 1 technical support through multiple channels (phone, email, in-person)
• Set clear expectations with stakeholders regarding issue resolution timelines and processes
• Troubleshoot basic hardware, software, and network connectivity issues
• Document all support interactions and solutions in the ticketing system
• Prioritize and manage multiple support requests based on business impact and urgency
• Communicate technical information clearly to users of varying technical backgrounds
• Escalate complex technical issues to appropriate support levels
• Track IT assets and maintain accurate inventory records
• Follow established technical support procedures and SLAs
• Maintain knowledge base documentation
• Process user account management requests
• Monitor ticket resolution progress and provide regular updates to stakeholders
• Performing other job-related duties as assigned by Management
  
  

• Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
• 1-3 years hands-on experience in IT service desk or technical support role
• Experience in using IT service management (ITSM) tools and ticketing systems
• Experience in documenting technical issues and solutions and providing remote technical support
• Experience in providing remote technical support
• Experience in Windows operating system support and troubleshooting
• Experience in knowledge base maintenance
• Demonstrated ability to troubleshoot basic IT issues
• Knowledge of Windows operating systems and Microsoft 365 applications
• Understanding of basic network concepts and connectivity troubleshooting
• Experience with IT service management tools and ticketing systems
• Basic understanding of IT security practices
• Strong verbal and written communication skills in English
• Proven ability to manage stakeholder expectations
• Demonstrated problem-solving and analytical capabilities
• Experience in prioritizing multiple tasks effectively
• Strong documentation abilities
• Professional and customer-focused approach
  
  

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization
• Being part of a motivated team and Moving-Forward-Company-Culture