Service Desk Analyst

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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