Service Desk Analyst Job Vacancy in UAE Dubai
Posted date [2025-02-22]
(ID: 33572)
 |
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies. The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimise the benefits of the UAE’s strategic location, world-class infrastructure and business- and tax-friendly environment. Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.... |
Service Desk Analyst
Join IFZA Dubai as a Service Desk Analyst and be the first point of contact for IT queries from employees. This role involves customer interaction through various channels, including in-person, electronic, and telephone communication. The ideal candidate should possess excellent communication skills, effective problem-solving abilities, and the capability to explain technical issues clearly to non-technical users. As the face of IFZA IT, you will play a crucial role in ensuring a smooth IT experience for all employees.
Job Location: Dubai, United Arab Emirates
Job Type: Full-Time
Job Industry: Free Zone Services
Job Function: IT Support and Service Desk
Salary: Negotiable
Gender: Any
Key Responsibilities:
- Provide a welcoming environment on the IT Service Desk for all users.
- Respond to inbound calls and electronic requests from end-users, ensuring timely and effective resolution.
- Take ownership of issues and facilitate the resolution of reported incidents and technical issues.
- Use an ITSM tool to create, update, and manage tickets with precision and attention to detail.
- Identify and classify incident types and service interruptions, ensuring accurate logging in the IT ticketing system.
- Handle customer issues and requests with professionalism and excellent communication.
- Support problem identification and record incidents by symptom and resolution.
- Escalate unresolved problems to a higher level of support when necessary.
- Ensure IT Assets are correctly assigned to users and maintained within the system.
- Perform other job-related duties as assigned by Management.
Requirements:
Education and Experience:
- Tertiary education in Computer Science, Engineering, or relevant subjects OR equivalent industry experience.
- Proven experience as a Service Desk Analyst or in a similar role.
- Experience with IT Ticketing systems (JIRA experience is a plus).
- Full English proficiency is required; additional spoken languages are a plus.
- Advanced computer literacy, including MS Office proficiency.
- Knowledge of relevant information technologies and systems, including CRM systems.
- Excellent knowledge of technical management, information analysis, and computer hardware/software systems.
- ITIL V3/V4 certification or a clear understanding of Incident, Request, Problem, and Change management.
- Advanced analytical and problem-solving skills.
- Strong customer service and telephone etiquette.
- Ability to handle difficult customers while managing expectations effectively.
- Excellent communication, interpersonal, and organizational skills.
- Strong time management and prioritization skills when handling multiple cases.
- Ability to work collaboratively with other IT personnel to resolve user issues.
What We Offer:
- International team environment with over 50 nationalities.
- 24 annual leave days.
- Annual flight home.
- Life insurance plan.
- Medical insurance plan with an option to upgrade at your own cost.
- Access to exclusive Fazaa discounts at participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more.
- Invitations to participate in company functions, staff events, and team-building activities.
- Opportunities to learn, develop, and grow within the organization.
- A supportive and motivated team culture focused on continuous improvement.
About the company
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies.
The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimize the benefits of the UAE’s strategic location, world-class infrastructure, and business- and tax-friendly environment.
Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service, and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.
Commitments:
- Social Impact: IFZA’s commitment to social responsibility extends beyond community efforts. It’s at the core of our ethics and values. We believe in conducting business with integrity, transparency, and respect for all stakeholders. We strive to make a positive impact on society and the environment, holding ourselves accountable to the highest ethical standards.
- Environmental Sustainability: Success is measured not just by profits but by the impact on society and the environment. Through IFZA Cares, we are dedicated to supporting our communities, protecting the environment, and fostering a culture of ethical and sustainable business practices. We are committed to supporting the nation’s goals and embedding a sustainable mindset for our Professional Partners, Licensees, and Employees.
Join IFZA Dubai as a Service Desk Analyst and be the first point of contact for IT queries from employees. This role involves customer interaction through various channels, including in-person, electronic, and telephone communication. The ideal candidate should possess excellent communication skills, effective problem-solving abilities, and the capability to explain technical issues clearly to non-technical users. As the face of IFZA IT, you will play a crucial role in ensuring a smooth IT experience for all employees.
Job Location: Dubai, United Arab Emirates
Job Type: Full-Time
Job Industry: Free Zone Services
Job Function: IT Support and Service Desk
Salary: Negotiable
Gender: Any
Key Responsibilities:
- Provide a welcoming environment on the IT Service Desk for all users.
- Respond to inbound calls and electronic requests from end-users, ensuring timely and effective resolution.
- Take ownership of issues and facilitate the resolution of reported incidents and technical issues.
- Use an ITSM tool to create, update, and manage tickets with precision and attention to detail.
- Identify and classify incident types and service interruptions, ensuring accurate logging in the IT ticketing system.
- Handle customer issues and requests with professionalism and excellent communication.
- Support problem identification and record incidents by symptom and resolution.
- Escalate unresolved problems to a higher level of support when necessary.
- Ensure IT Assets are correctly assigned to users and maintained within the system.
- Perform other job-related duties as assigned by Management.
Requirements:
Education and Experience:
- Tertiary education in Computer Science, Engineering, or relevant subjects OR equivalent industry experience.
- Proven experience as a Service Desk Analyst or in a similar role.
- Experience with IT Ticketing systems (JIRA experience is a plus).
- Full English proficiency is required; additional spoken languages are a plus.
- Advanced computer literacy, including MS Office proficiency.
- Knowledge of relevant information technologies and systems, including CRM systems.
- Excellent knowledge of technical management, information analysis, and computer hardware/software systems.
- ITIL V3/V4 certification or a clear understanding of Incident, Request, Problem, and Change management.
- Advanced analytical and problem-solving skills.
- Strong customer service and telephone etiquette.
- Ability to handle difficult customers while managing expectations effectively.
- Excellent communication, interpersonal, and organizational skills.
- Strong time management and prioritization skills when handling multiple cases.
- Ability to work collaboratively with other IT personnel to resolve user issues.
What We Offer:
- International team environment with over 50 nationalities.
- 24 annual leave days.
- Annual flight home.
- Life insurance plan.
- Medical insurance plan with an option to upgrade at your own cost.
- Access to exclusive Fazaa discounts at participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more.
- Invitations to participate in company functions, staff events, and team-building activities.
- Opportunities to learn, develop, and grow within the organization.
- A supportive and motivated team culture focused on continuous improvement.
About the company
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies.
The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimize the benefits of the UAE’s strategic location, world-class infrastructure, and business- and tax-friendly environment.
Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service, and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.
Commitments:
- Social Impact: IFZA’s commitment to social responsibility extends beyond community efforts. It’s at the core of our ethics and values. We believe in conducting business with integrity, transparency, and respect for all stakeholders. We strive to make a positive impact on society and the environment, holding ourselves accountable to the highest ethical standards.
- Environmental Sustainability: Success is measured not just by profits but by the impact on society and the environment. Through IFZA Cares, we are dedicated to supporting our communities, protecting the environment, and fostering a culture of ethical and sustainable business practices. We are committed to supporting the nation’s goals and embedding a sustainable mindset for our Professional Partners, Licensees, and Employees.
