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) pref

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