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Job Description
About Us
IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure.
We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.
Job Description
The Service Desk Analyst serves as the primary point of contact for IT support across all business units.
This position manages technical support requests through multiple channels including in-person, email, and telephone communication.
The role focuses on effective stakeholder communication, basic technical troubleshooting, and efficient ticket management.
Main Responsibilities
Manage Level 1 technical support through multiple channels (phone, email, in-person)
Set clear expectations with stakeholders regarding issue resolution timelines and processes
Troubleshoot basic hardware, software, and network connectivity issues
Document all support interactions and solutions in the ticketing system
Prioritize and manage multiple support requests based on business impact and urgency
Communicate technical information clearly to users of varying technical backgrounds
Escalate complex technical issues to appropriate support levels
Track IT assets and maintain accurate inventory records
Follow established technical support procedures and SLAs
Maintain knowledge base documentation
Process user account management requests
Monitor ticket resolution progress and provide regular updates to stakeholders
Performing other job-related duties as assigned by Management
Experience in documenting technical issues and solutions and providing remote technical support
Experience in providing remote technical support
Experience in Windows operating system support and troubleshooting
Experience in knowledge base maintenance
Demonstrated ability to troubleshoot basic IT issues
Knowledge of Windows operating systems and Microsoft 365 applications
Understanding of basic network concepts and connectivity troubleshooting
Experience with IT service management tools and ticketing systems
Basic understanding of IT security practices
Strong verbal and written communication skills in English
Proven ability to manage stakeholder expectations
Demonstrated problem-solving and analytical capabilities
Experience in prioritizing multiple tasks effectively
Strong documentation abilities
Professional and customer-focused approach
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
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IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure.
We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.
Job Description
The Service Desk Analyst serves as the primary point of contact for IT support across all business units.
This position manages technical support requests through multiple channels including in-person, email, and telephone communication.
The role focuses on effective stakeholder communication, basic technical troubleshooting, and efficient ticket management.
Main Responsibilities
Manage Level 1 technical support through multiple channels (phone, email, in-person)
Set clear expectations with stakeholders regarding issue resolution timelines and processes
Troubleshoot basic hardware, software, and network connectivity issues
Document all support interactions and solutions in the ticketing system
Prioritize and manage multiple support requests based on business impact and urgency
Communicate technical information clearly to users of varying technical backgrounds
Escalate complex technical issues to appropriate support levels
Track IT assets and maintain accurate inventory records
Follow established technical support procedures and SLAs
Maintain knowledge base documentation
Process user account management requests
Monitor ticket resolution progress and provide regular updates to stakeholders
Performing other job-related duties as assigned by Management
Experience in documenting technical issues and solutions and providing remote technical support
Experience in providing remote technical support
Experience in Windows operating system support and troubleshooting
Experience in knowledge base maintenance
Demonstrated ability to troubleshoot basic IT issues
Knowledge of Windows operating systems and Microsoft 365 applications
Understanding of basic network concepts and connectivity troubleshooting
Experience with IT service management tools and ticketing systems
Basic understanding of IT security practices
Strong verbal and written communication skills in English
Proven ability to manage stakeholder expectations
Demonstrated problem-solving and analytical capabilities
Experience in prioritizing multiple tasks effectively
Strong documentation abilities
Professional and customer-focused approach
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
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Job Requirements
Requirements
Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
1-3 years hands-on experience in IT service desk or technical support role
Experience in using IT service management (ITSM) tools and ticketing systems
Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
1-3 years hands-on experience in IT service desk or technical support role
Experience in using IT service management (ITSM) tools and ticketing systems
