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IT Service Desk Analyst

ams international uae • United Arab Emirates
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AI Summary

Act as the primary IT support contact for global employees, ensuring efficient IT operations and end-user productivity. Responsibilities include managing IT inquiries, troubleshooting technical issues, and maintaining service level agreements. Requires strong customer service, technical support, and incident management skills.

Key Highlights
Single point of contact for all IT-related inquiries and issues globally.
Ensure seamless IT operations and enable end-users to perform business tasks efficiently.
Focus on maintaining high levels of customer satisfaction through prompt issue resolution.

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Key Responsibilities
Provide prompt and effective first-line technical support, including hardware, software, and network issues.
Oversee the entire lifecycle of incidents and service requests, from logging and prioritising tickets in the ServiceNow system to resolution and closure, while ensuring SLA compliance.
Handle Level 1 access management tasks, including user account creation, password resets, and group management in Active Directory and other enterprise systems.
Maintain effective communication with end-users and internal teams, ensuring that issues are resolved or escalated appropriately and that users are kept informed of progress.
Contribute to creating and maintaining knowledge base articles, ensuring that common issues and solutions are documented to improve service desk efficiency and user self-service capabilities.
Technical Skills Required
Technical Support Troubleshooting Incident Management

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Benefits & Perks
Yearly Bonus
Visa
Medical Insurance

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Nice to Have
ServiceNow system experience

Job Description

The IT Service Desk Analyst acts as the single point of contact for all IT-related inquiries and issues for Multiplex Employees globally. The primary objective of this role is to ensure seamless IT operations that enable end-users to perform their business tasks efficiently. Responsibilities include receiving, prioritizing, documenting, and resolving end-user support requests, with a focus on maintaining high levels of customer satisfaction.

Key Responsibilities Include:

• Technical Support & Troubleshooting: Provide prompt and effective first-line technical support, including hardware, software, and network issues, ensuring all support requests are handled efficiently.

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Job Overview
Posted Nov 02, 2026
Employment Full-time
Experience Executive
Location United Arab Emirates
Category Networking
Company ams international uae
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