- ROLE TITLE:* Senior Service Desk Agent
- Function:* Service Desk
- Salary Band:* AED 10000 - 12000 / month (all-inclusive)
- Location:* Dubai, UAE
- Hiring For:* IT Managed Services & Consulting Company
- Experience Required:* 5-7 years in Managed Services / Service Desk environment
- Reports To:* Service Desk Supervisor
- Language Requirement:* Arabic MUST + English
Role PurposeAct as the senior technical resolver on the service desk, handling the most complex contacts at first or second touch and raising the technical capability of the analyst team.
Key Responsibilities
- * Resolve escalated and technically complex contacts at first or second touch to maximise first contact resolution.
- Provide floor-level technical guidance and mentoring to Tier 1 Analysts.
- Author and maintain knowledge articles for recurring and newly emerging issues.
- Handle VIP-adjacent and politically sensitive contacts routed to the desk.
- Support major incident information gathering, early triage and impact assessment.
- Identify problem candidates from repeat contact patterns and raise them into Problem Management.
- Support quality assurance by reviewing ticket quality and diagnostic completeness.
- Act as technical point of reference during periods without Supervisor cover.
Required Technical Skills
- * Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
- Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.
- Remote support and endpoint management tooling.
- Strong knowledge authoring capability.
- ITSM platform proficiency.
- Basic PowerShell for diagnostics.
Qualifications & Certifications
- * Bachelor's degree or diploma in IT or a related discipline.
- Microsoft certification (MD-102, MS-900 or equivalent) preferred.
- ITIL Foundation.
Other Requirements Arabic MUST - Mandatory & Non-Negotiable.* Candidates without fluent Arabic will not be considered.
* Must have English proficiency as well.
* Prior experience working for an IT Managed Services & Consulting Company is mandatory.
* Willing to work rotating shifts including weekends and examination periods.
* Clean police clearance and security vetting.
Work Location: Dubai, UAE.
Immediate joiners are preferred.
Contact us at +91 9791033506
botim calls at +91 9791033506
WhatsApp us at +91 9791033506
Skills: articles,management,troubleshooting,it,active directory,assessment,english,managed services,arabic,microsoft
