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Service Desk Agent - DXB (m/f/d)

Halian | Managed Services, Recruitment Agency & Contract Staffing
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
IT service desk supportIncident and service request managementITSM toolsNetwork fundamentalsMicrosoft WindowsMicrosoft Office
Free

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IT service desk supportIncident and service request managementITSM tools
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Role Overview

Provide day-to-day Service Desk technical support for educational institutions across the UAE.

Serve as the first point of contact for desktop, laptop, peripheral, telecom, network, and application issues.

Own incidents and service requests through resolution and maintain regular communication with end users.

Service Desk Responsibilities

  • Log, track, manage, and close end-user, infrastructure, network, and application support requests using an ITSM tool.
  • Provide Level 1 technical investigation and first-call resolution.
  • Act as a single point of contact for end users and manage ticket responses.
  • Triage and categorize tickets.
  • Escalate requests and incidents to Level 2/3 or third-party support groups.
  • Track escalated issues and maintain user communication until closure.

Change and Access Support

  • Receive customer change requests and log them in the appropriate tool.
  • Coordinate change requests with customers and NOC Level 2/3 engineers.
  • Authenticate end users using contact information, location, or a unique identifier.

Qualifications and Experience

  • A bachelor's degree in a technical field related to Information Technology is required.
  • At least 3 years of relevant IT experience is required.
  • At least 3 years of customer service desk and/or call center experience is required.
  • Basic understanding of networks, Microsoft Office products, and Microsoft Windows is required.
  • Experience with a recognized ITSM tool such as Remedy, ManageEngine, ServiceDesk, or Ivanti is required.

Communication and Work Style

  • Fluency in Arabic and English is required.
  • The candidate must be suitably trained and qualified.
  • Excellent customer service, communication, and interpersonal skills are required.
  • The role requires a service-oriented, open, and analytical approach.

Client Context

The client is described as a leading IT service provider.

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