Job Title: Helpdesk Analyst

Job Area: IS

Location: Dubai HQ

Language Skills: English and Arabic

Employment Type: Permanent

Target Start Date: ASAP

Job Summary:

We are seeking a highly organized and detail-oriented Helpdesk Analyst to join our team. The ideal candidate must have expertise in IT asset management, a strong understanding of the IT product/service requisition process, and proficiency in handling support calls from end users. The role encompasses responsibilities such as records management, handling user calls and providing remote/in-person support.

Job Responsibilities:

Responsibilities include:

• Serve as the first point of contact for end users through phone, email, or ticketing system.
• Apply logical questioning to diagnose and determine the nature of reported issues.
• Create, categorize, and assign tickets; escalate to appropriate teams when beyond L2 scope.
• Provide end-to-end L1-L2 support for:
• Operating Systems: Windows laptop issues.
• Productivity Tools: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• End-User Devices: Printers, conferencing systems, remote access (VPN).
• Diagnose and resolve problems efficiently, ensuring prevention of recurring issues where possible.
• Adhere to established SLA response and resolution timelines.
• Track, route, and follow up on tickets until closure to ensure user satisfaction.
• Proactively monitor alerts and take preventive or corrective action.
• Maintain IT security standards during support activities, including identification and reporting of phishing or suspicious activity.
• Create and maintain knowledge base articles, best practice guides, and procedure documents to improve service quality.
• Preserve and expand technical and procedural knowledge of helpdesk products and services.
• Provide clear, professional, and empathetic communication to ensure a positive end-user experience.

Qualifications & Education Requirements:

• Bachelor's degree in a technical or IT-related field.
• Up to 5 years of total IT experience with at least 3 years in a dedicated Helpdesk or IT Support role.
• Strong working knowledge of Windows 10/11 and Microsoft Office Suite.
• Basic understanding of Windows Server environments and networking concepts (DNS, DHCP, VPN, LAN/WAN).
• Familiarity with ticketing systems and ITIL-based service management processes.
• Ability to document and follow procedures accurately.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills; ability to converse fluently in Arabic and English.
• Customer-oriented attitude with the ability to handle users at all levels professionally.

Preferred Expertise:

• ITIL Foundation certification or awareness of ITSM processes
• Proven experience in IT asset management and related functions.
• Familiarity with ITSM tools and infrastructure monitoring solutions.
• Advanced proficiency in Microsoft Office, especially Excel.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Meticulous with a proactive approach to process improvement.
• Exposure to Azure Active Directory or identity management solutions.
• Knowledge of Microsoft Intune or other endpoint management tools.
• Familiarity with cybersecurity awareness practices and compliance policies.
• Experience supporting remote or hybrid work environments.
• Hands-on knowledge of collaboration tools such as Cisco Webex, or Teams Rooms.