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Job Title: Service Desk Analyst
Job Code: JPC-6878
Location: Abu Dhabi, UAE
Contract Duration: 6 Months
Job Summary
Experienced Service Desk Analyst to provide technical support to end users, troubleshoot IT-related issues, manage service requests, and ensure timely resolution of incidents in accordance with SLA requirements.
Key Responsibilities
* Provide L1/L2 technical support for hardware, software, and Windows operating systems.
* Troubleshoot Microsoft 365 applications, Outlook, Teams, and email-related issues.
* Manage Active Directory accounts, password resets, and user access permissions.
* Diagnose network connectivity issues, including LAN, Wi-Fi, VPN, DNS, and DHCP.
* Log, track, prioritize, and resolve incidents using ServiceNow or Jira.
* Install, configure, and maintain desktops, laptops, printers, and software.
* Monitor service requests and ensure timely resolution within SLA timelines.
* Escalate complex technical issues to relevant IT teams.
* Maintain IT documentation and follow ITIL-based incident management procedures.
* Provide excellent customer service and technical assistance to end users.
Required Skills
* IT Helpdesk & Technical Support (L1/L2)
* Windows 10/11 Operating Systems
* Microsoft 365 Administration
* Active Directory
* Network Troubleshooting (LAN/WAN/VPN)
* ITIL & Incident Management
* ServiceNow / Jira Ticketing Systems
* Hardware & Software Support
* SLA Management
* Excellent Communication & Customer Service Skills