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IT Support Engineer – Service Desk
DXC Technology
Abu Dhabi, UAE
Full-time
Entry
Onsite
Discovered Today
Service Desk operationsL1/L2 technical supportWindows 10/11Microsoft 365Microsoft TeamsOutlook
Free
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Service Desk operationsL1/L2 technical supportWindows 10/11
Role Overview
DXC Technology is seeking an experienced IT Support Team Lead - Service Desk in the UAE.
The role provides hands-on technical support while coordinating daily Service Desk activities in a large-scale enterprise technology environment.
The position acts as a senior escalation point and supports the performance of Service Desk analysts.
Key Skills for This Role
Service Desk operationsL1/L2 technical supportWindows 10/11Microsoft 365Microsoft TeamsOutlook
Full Job Posting
Role Overview
DXC Technology is seeking an experienced IT Support Team Lead - Service Desk in the UAE.
The role provides hands-on technical support while coordinating daily Service Desk activities in a large-scale enterprise technology environment.
The position acts as a senior escalation point and supports the performance of Service Desk analysts.
Service Desk Operations
- Coordinate daily activities of Service Desk and end-user support staff.
- Provide hands-on L1/L2 support for incidents and service requests.
- Monitor ticket queues, priorities, aging, assignment, and resolution progress.
- Ensure tickets are categorized, prioritized, documented, and resolved correctly.
- Support SLAs, OLAs, KPIs, response times, and resolution targets.
- Coordinate shift handovers and continuity of support.
Technical Support and Escalation
- Act as a senior escalation point for complex end-user technical issues.
- Troubleshoot Windows endpoints, Microsoft 365, accounts, applications, connectivity, printers, peripherals, and collaboration tools.
- Support Microsoft Teams, Outlook, Exchange Online, OneDrive, and other Microsoft 365 services.
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