Are you a tech-savvy problem solver with a passion for delivering exceptional customer service? We are seeking a highly motivated and skilled Service Desk Analyst to join our dynamic Global Service Desk team. As a Service Desk Analyst, you will play a crucial role in providing top-notch IT support and ensuring our users’ technical needs are met promptly and efficiently.

Responsibilities: Service Desk Analyst Job in Dubai

1. Efficient Request Resolution: Handle user requests via telephone, face-to-face interactions, and our ticketing system. Resolve and respond to these requests within specified timeframes, ensuring tickets are logged accurately.
2. Transparent Communication: Keep users informed throughout the lifecycle of their requests by providing regular updates through emails and phone calls, fostering clear and open communication.
3. Policy Interpretation and Enforcement: Familiarize yourself with company policies and relay them effectively to both users and technicians. Enforce policies when necessary to maintain compliance and security.
4. Documentation and Research: Prepare well-written communications, documentation, and research findings. Share your insights and research outcomes with colleagues and managers to enhance the team’s knowledge.
5. Technical Knowledge Improvement: Continuously develop your technical expertise to enhance your ability to resolve a wide range of user requests independently.
6. Collaboration: Collaborate with fellow team members to share knowledge and expertise, contributing to the overall growth and efficiency of the Global Service Desk team.
7. Process Improvements: Propose new methods or enhancements based on your research, knowledge, and testing to streamline processes and improve overall performance.
8. Asset Management and Site Expertise: Oversee asset management and stock-taking tasks for the local office. Serve as the site expert, ensuring best practices are adhered to.
9. Incident Management: Handle occasional major incidents in a timely and effective manner, coordinating responses and resolutions as required.
10. Support for Manager: Support the manager in recruitment activities, providing valuable insights and assistance.

Duties (Not Limited To): Service Desk Analyst Job in Dubai

1. Ticket Management: Answer and log telephone calls received by the Global Service Desk in the ticketing system, adhering to standard procedures.
2. Troubleshooting: Methodically troubleshoot and diagnose issues, collaborating with technical support staff when necessary to find optimal solutions.
3. Audio Visual Support: Provide assistance and support for audio-visual equipment on-site, ensuring smooth client meetings and video conference calls.
4. Network Infrastructure: Maintain onsite communication rooms, perform patching, and support network infrastructure under guidance.
5. Hardware and Software Support: Build, image, deploy desktop hardware, perform component fixes, replacements, and upgrades, as well as software deployments.
6. Documentation: Create and maintain accurate documentation for user and technician processes, ensuring streamlined operations.
7. Knowledge Sharing: Share technical knowledge with other Service Desk staff to enhance the team’s ability to resolve calls efficiently.
8. Vendor Coordination: Liaise with equipment vendors when required to resolve requests.
9. User Support: Perform user desk moves and provide training as necessary.
10. External Collaboration: Collaborate with branch offices’ technical points of contact and 3rd party providers for issue resolution and maintenance activities.
11. Project Support: Assist in project deployments to contribute to the successful implementation of IT initiatives.

Skills and Experience: Service Desk Analyst Job in Dubai

1. Positive Attitude: Demonstrate a positive, can-do attitude with a mature and professional approach.
2. Troubleshooting Skills: Possess excellent troubleshooting and diagnosis abilities.
3. Communication: Exhibit exceptional verbal and written communication skills, with a keen ability to convey ideas clearly and professionally.
4. IT Enthusiasm: Show genuine interest and enthusiasm for IT and technical support.
5. Problem-Solving: Display strong decision-making and problem-solving skills, efficiently managing multiple priorities.
6. Team Player: Be an excellent team player, adept at sharing knowledge and ideas for the benefit of the team.
7. Attention to Detail: Possess a keen eye for detail and a commitment to following procedures.
8. Empathy and Patience: Show patience and empathy while dealing with user concerns and issues.
9. Planning and Organization: Demonstrate strong planning and organizational skills to manage calls proactively.
10. Adaptability: Exhibit the ability to cope with demanding situations and handle various IT aspects.

If you are excited about providing exceptional IT support and continuously improving your technical skills, we encourage you to apply for the Service Desk Analyst position. Please contact us at the following details:

Contact No.: 0523380321
Email: hralinoori@gmail.com
Location: Deira, Dubai

Service Desk Analyst Job in Dubai Note: This job description is intended to outline the general nature and level of work being performed by employees in this role. It is not exhaustive and may be subject to change or modification at any time, as deemed necessary by the company.

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