Experience: 1–3 Years
Reports To: Service Desk Supervisor
Languages: English/Arabic – Both Required
Location: UAE

Role Summary:

Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving contacts at first line within agreed response and resolution targets.

Key Responsibilities:

- Handle user contacts through phone, email, self-service portal, and chat, ensuring response and resolution within agreed service levels.

- Accurately log, categorize, prioritize, and document all incidents and service requests in the ITSM system.

- Resolve first-line technical issues using established procedures and knowledge articles, including password resets, account unlocks, basic application, printing, and connectivity issues.

- Perform initial troubleshooting and gather relevant diagnostic information before routing unresolved issues to the appropriate resolver group.

- Keep users informed of incident progress, manage expectations, and ensure timely communication through to resolution and closure.

- Identify and immediately escalate potential major incidents to the Supervisor in accordance with the defined escalation process.

- Provide feedback on knowledge article accuracy, usability, and content gaps to support continuous improvement.

- Support user communications during planned changes,



service disruptions, and outages.

- Consistently meet defined quality, productivity, SLA, and customer satisfaction targets.

Requirements

Required Skills & Competencies

- Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.

- Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.

- Remote support and endpoint management tooling.

- Robust knowledge authoring capability.

- ITSM platform proficiency.

- Basic PowerShell for diagnostics.

Qualifications & Certifications

- Bachelor's degree or diploma in IT or a related discipline.

- Microsoft certification (MD-102, MS-900 or equivalent) preferred.

- ITIL Foundation.

Education Sector Experience

- Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.

- Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements

- Arabic language capability is a significant advantage given the bilingual user base.

- Availability for escalation outside core hours

- Clean police clearance and security vetting.

📌 Service Desk Analyst (Chennai)
🏢 Theomnihire
📍 Chennai