The Service Desk Analyst at Al Masaood in Infiniti Showroom Building, Fatima Bint Mubarak Street (Formally Najda Street), PO Box 322, Abu Dhabi, UAE will provide first-level IT support, ensuring customer satisfaction through timely issue resolution and effective communication. They manage incidents and service requests within SLAs, collaborate with IT teams, and contribute to continuous improvement. The role includes maintaining compliance with company policies and security standards, developing support documentation, and pursuing professional development. This is an Entry level full time job. And salary can range between 5000-10000 AED/month.

Responsibilities of Service Desk Analyst

• Incident and Service Request Management:
• Log, track, and resolve IT incidents and service requests using the IT service management tool.
• Categorize, prioritize, and escalate issues as necessary to ensure timely resolution within SLAs.
• Maintain accurate and detailed records of user interactions and resolutions.
• Customer Support and Communication:
• Serve as the first point of contact for users experiencing IT issues or requesting services.
• Provide clear and professional communication, keeping users informed of the status and progress of their requests.
• Follow up with users to ensure complete resolution and gather feedback on service quality.
• Collaboration and Coordination:
• Work closely with other IT teams to ensure effective service delivery and resolve complex issues.
• Assist in the implementation of IT projects and initiatives as needed.
• Participate in team meetings, training sessions, and collaborative efforts to improve service operations.
• Documentation and Knowledge Management:
• Develop and maintain support documentation, including knowledge base articles and troubleshooting guides.
• Ensure that all documentation is accurate, up-to-date, and easily accessible to users and IT staff.
• Contribute to the continuous improvement of documentation practices and resources.
• Compliance and Security Adherence:
• Adhere to company policies, procedures, and security standards in all actions and interactions.
• Protect sensitive information and maintain confidentiality at all times.
• Stay informed about the latest IT security trends and practices to ensure compliance and safeguard company data.

Requirements for Role of Service Desk Analyst

• Bachelor’s degree in computer science, Information Technology, or a related.
• At least 1 year of experience in an IT service desk or helpdesk environment with prior experience in a similar role.
• Experience working collaboratively within a team, as well as independently.

Skills And Knowledge Desired

• Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Familiarity with ITIL practices and understanding of IT service management principles is preferred.
• Skilled in managing time and priorities, handling multiple tasks, and meeting deadlines in a fast-paced environment.
• Ability to adapt to new technologies and procedures as they are implemented.
• Strong problem-solving and critical-thinking skills.

Project Engineer Al Masaood Dubai