IT Help Desk Analyst (UAE National)
Role Overview
Provide first-level IT support by managing incidents and service requests, resolving user issues and communicating progress.
Work with IT teams, maintain support documentation, follow company policies and information-security standards, and support reliable service and continuous improvement.
Key Skills for This Role
Full Job Posting
Job purpose
Provide first-level IT support by managing incidents and service requests, resolving user issues and communicating progress.
Work with IT teams, maintain support documentation, follow company policies and information-security standards, and support reliable service and continuous improvement.
Key responsibilities
- Log, categorize, prioritize, track and resolve incidents and service requests in the service-management tool; escalate as needed to meet agreed SLAs.
- Provide first-contact support, communicate ticket progress, follow up on resolutions and collect feedback.
- Coordinate with IT teams, business partners, project teams and vendors on complex issues, projects and service delivery.
- Maintain and share knowledge-base articles, troubleshooting guides and accurate ticket records.
- Follow policies and information-security standards, protect confidential information and support compliance.
Qualifications and experience
- Bachelor’s degree in Computer Science, Information Technology or a related field.
- At least 2–3 years in an IT service desk or helpdesk environment, including a similar support role.
- Experience working independently and collaboratively within a team.
- Experience with incident and service request management, ticket logging, prioritisation, escalation and SLA awareness.
- First-line troubleshooting, application support and knowledge-base maintenance.
- Clear verbal and written communication with non-technical users; problem-solving, critical thinking, time management, prioritisation and adaptability.
- Familiarity with ITIL/ITSM processes and company information-security procedures.
Preferred familiarity and certifications
- Familiarity with ITIL practices and IT service-management principles is preferred.
- Certifications such as CompTIA Network+, Apple Certified Support Professional or ITIL Foundation are advantageous; no mandatory prior training is specified.
Workplace
- The source metadata identifies the workplace as onsite.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Al Masaood
Local Purchaser
Abu Dhabi, UAE
Al Masaood is seeking a Local Purchaser to source and procure maintenance materials while managing storekeeping and inventory for the DMT Project. Candidates should have 2–3 years of combined purchasing and storekeeping
Accounts Receivable (AR) Accountant (UAE National)
, UAE
Al Masaood is seeking an AR Accountant to manage receivables, customer payments, reconciliations, and financial reporting across multiple business units. Candidates should have a relevant bachelor’s degree, one year of r
Emirati Talent Pool | Multiple Career Opportunities
, UAE
Al Masaood Group invites candidates to express interest in opportunities across several functions, including IT support, administration, logistics, finance, and sales. Qualifications and experience vary by position; the
Logistic Coordinator (UAE National)
, UAE
The employer is seeking a Logistics Coordinator to manage materials dispatch, transportation, equipment arrangements, and logistics records supporting projects and operations. Candidates need a bachelor's degree in a rel
SAP System Administrator
, UAE
Al Masaood is seeking an experienced SAP System Administrator to manage and optimize its SAP landscape, including S/4HANA Private Cloud and SAP BTP. The role requires at least five years of SAP Basis administration exper
Internal Auditor
, UAE
The employer is seeking an Internal Auditor to assist with audit assignments, risk assessment, internal-control testing, and reporting under the direction of a Senior Auditor. A relevant bachelor’s degree and 2–4 years o
Procurement Engineer
, UAE
Al Masaood is seeking an experienced Procurement Engineer to source and manage contractors, consultants, goods, and services, with a focus on construction and fit-out projects. The role requires at least eight years of s
Scaffolding Sales Engineer
, UAE
Al Masaood is seeking a Scaffolding Sales Engineer to develop construction-sector business and provide tailored scaffolding and formwork solutions. The role involves technical proposals, quotations, negotiation, and clie
Local Purchaser
Abu Dhabi, UAE
Accounts Receivable (AR) Accountant (UAE National)
, UAE
Emirati Talent Pool | Multiple Career Opportunities
, UAE
Logistic Coordinator (UAE National)
, UAE
SAP System Administrator
, UAE
Internal Auditor
, UAE
Procurement Engineer
, UAE
Scaffolding Sales Engineer
, UAE