Incident Manager (Service Desk)

About This Role

The IT Service Desk Analyst acts as the single point of contact for all IT-related inquiries and issues for Multiplex Employees globally. The primary objective of this role is to ensure seamless IT operations that enable end-users to perform their business tasks efficiently. Responsibilities include receiving, prioritizing, documenting, and resolving end-user support requests, with a focus on maintaining high levels of customer satisfaction.

Key Responsibilities Include:

• Technical Support & Troubleshooting: Provide prompt and effective first-line technical support, including hardware, software, and network issues, ensuring all support requests are handled efficiently.

• Incident & Request Management: Oversee the entire lifecycle of incidents and service requests, from logging and prioritising tickets in the ServiceNow system to resolution and closure, while ensuring SLA compliance.

• Access Management: Handle Level 1 access management tasks, including user account creation, password resets, and group management in Active Directory and other enterprise systems.

• Collaboration & Communication: Maintain effective communication with end-users and internal teams, ensuring that issues are resolved or escalated appropriately and that users are kept informed of progress.

• Knowledge Management: Contribute to creating and maintaining knowledge base articles, ensuring that common issues and solutions are documented to improve service desk efficiency and user self-service capabilities.

Salary: Upto AED 8,500 + Yearly Bonus+ Visa +Medical Insurance