Service Desk Analyst (Level 1) Arabic + English Speakers

Role Overview

Key Responsibilities

• Respond to support requests through email, phone, or a ticketing system.
• Log and categorize incidents and service requests in the ITSM tool.
• Diagnose and resolve routine issues using defined procedures.
• Escalate unresolved issues to Level 2 infrastructure or Level 3 application support.
• Monitor ticket queues and follow up on open incidents.
• Provide application navigation and basic how-to support.
• Support new-user onboarding, account setup, and first-level access troubleshooting.
• Monitor service availability and report anomalies.
• Document common issues and solutions in the knowledge base.
• Create missing work instructions and update how-to videos.
• Own incidents and requests through resolution with L2 and L3 coordination.

Working Conditions

• This is an onsite role based in Fujairah, UAE, with 100% office attendance.
• Shift work is required across Monday to Sunday, with stated team hours varying by weekday and weekend.
• The role requires adherence to security and confidentiality protocols.

Required Qualifications

• Diploma or equivalent qualification in IT or a related field.
• Arabic and English language capability.
• At least two years of technical support or helpdesk experience.
• Knowledge of ITIL Incident Management, Request Fulfilment, Change Management, and Problem Management.
• Familiarity with enterprise applications and ticketing systems.
• Strong customer service, communication, troubleshooting, organization, and documentation skills.
• Windows advanced knowledge, beginner Linux knowledge, web troubleshooting, and Android and iOS familiarity.

Preferred Qualifications

• Exposure to logistics environments.
• Experience with low-level application development.
• Basic Azure Portal knowledge and basic database and SQL knowledge.

Benefits

• Benefits include salary and recognition programs, career development, learning opportunities, wellbeing support, and internal communities.