Service Desk Analyst - UAE National Only

The Service Desk Analyst is responsible for providing first-line technical support to end users across the group. This job involves troubleshooting IT-related issues, responding to service requests, and ensuring the resolution of incidents in a timely and efficient manner. The Service Desk Analyst plays a critical role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.

Job Resposibilities:

• Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.
• Escalate complex technical issues to higher-level support teams as per the escalation procedures.
• Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.
• P...