- Service Desk Engineer
- Location: UAE
- Function: IT Support / Service Desk
- Employment Type: Full-Time
We are looking for a customer-focused Service Desk Engineer to provide first-level IT support, troubleshoot user issues, manage incidents and service requests, and ensure timely resolution in line with agreed SLAs.
Key Responsibilities
- Provide Level 1 IT support to end users through phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and resolve incidents and service requests.
- Troubleshoot hardware, software, network, printer, and connectivity issues.
- Support Windows, Microsoft 365, Outlook, Teams, Active Directory, and standard business applications.
- Perform password resets, account unlocks, and basic user-access support.
- Escalate unresolved issues to L2 / L3 support teams when required.
- Track tickets through closure and keep users updated on progress.
- Support user onboarding and offboarding activities.
- Install and configure laptops, desktops, peripherals, and standard software.
- Maintain accurate records in the ITSM / ticketing system.
- Follow IT service-management processes and SLA requirements.
- Contribute to knowledge-base articles and standard troubleshooting documentation.
- Coordinate with infrastructure, network, security, and application teams as required.
Requirements
- Bachelor’s degree or diploma in IT, Computer Science, Information Systems, or related field.
- Experience in Service Desk / Help Desk / IT Support / Desktop Support preferred.
- Good understanding of Windows operating systems and Microsoft 365.
- Basic knowledge of Active Directory, networking, hardware, and software troubleshooting.
- Familiarity with ITSM / ticketing tools.
- Good communication and customer-service skills.
- Strong problem-solving and troubleshooting ability.
- ITIL knowledge or certification is an advantage.
- Ability to work in shifts if required.
Skills
- Service Desk
- IT Support
- Help Desk
- Desktop Support
- Technical Support
- Incident Management
- Service Request Management
- Troubleshooting
- Windows
- Microsoft 365
- Outlook
- Microsoft Teams
- Active Directory
- User Account Management
- Hardware Support
- Software Support
- Network Troubleshooting
- ITSM
- Ticketing Systems
- SLA Management
- Remote Support
- ITIL
- End User Support
- User Onboarding
- Knowledge Base
- Customer Service
- Service Desk Engineer
- Service Desk Analyst
- IT Support Engineer
- Help Desk Engineer
- Technical Support Engineer
- Desktop Support Engineer
- IT Support Specialist
- IT Service Desk Executive
- End User Support Engineer
