Service Desk Anayst

The Technology Service Desk team provides essential support to Macquarie’s business, acting as the first point of contact for all staff seeking assistance with technology. Based in Dubai, the team operates a walk-up desk and responds to requests via telephone, email, and live chat, delivering both remote and in-person support. We are dedicated to continually improving our services and are passionate about creating an outstanding customer experience for all users, including VIPs. Our collaborative and customer-focused approach ensures technology issues are resolved efficiently, supporting the business’s ongoing innovation and success.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

As a Service Desk Analyst, you will provide technology support to staff at our Dubai office, assisting users at the walk-up desk and providing remote support through various channels. You will deliver first and second line support for Microsoft technologies and end user access management tools, ensuring issues are resolved promptly and professionally. You will assist VIPs and other staff both in-person and over the phone, utilising your strong communication skills and ability to prioritise tasks in a fast-paced environment. You will contribute to the continual improvement of our customer experience and support the ongoing development of Macquarie’s technology platforms. Occasionally, you may be required to work weekends or bank holidays, and travel to other offices to provide on-site support.

What You Offer

• Completed vocational training as an IT specialist for system integration or equivalent professional experience
• Excellent communication skills in English, both verbal and written
• Experience in first or second line technology support, including Microsoft technologies such as Office 365, Windows 10 Pro, Server, and Active Directory
• Understanding and experience in supporting end user access management tools, such as Active Directory
• Basic troubleshooting and understanding of mobile devices, specifically Apple iOS, MacOS, and Android
• Experience providing desktop and trade floor support to end users using a computerised service management ticketing system
• Working knowledge of Microsoft Server platforms, including SCCM, is beneficial but not essential
• Superior customer service skills and the ability to present technical information to both virtual and in-person audiences
• Willingness to travel to other offices and work occasional weekends or bank holidays with advance notice
  
  

We love hearing from anyone inspired to build a better future with us, if youre excited about the role or working at Macquarie we encourage you to apply.

About Technology

Technology enables every aspect of Macquarie, for our people, our customers and our communities. We’re a global team that is passionate about accelerating the digital enterprise, connecting people and data, building platforms and applications and designing tomorrow’s technology solutions.

Our commitment to diversity, equity and inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply regardless of their identity, including age, disability, neurodiversity, gender (including gender identity or expression), sexual orientation, marriage or civil partnership, pregnancy, parental status, race (including ethnic or national origin), religion or belief, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process.

Our aim is to provide reasonable adjustments to individuals as required during the recruitment process and in the course of employment. If you require additional assistance, please let us know during the application process.

---