IT Support Engineer – Service Desk

IT Support Team Lead – Service Desk DXC Technology | United Arab Emirates | On-site - Senior Analyst II Function: Modern Workplace – Support Services / Service Desk DXC Technology is seeking an experienced IT Support Team Lead – Service Desk to provide hands-on technical support while coordinating day-to-day Service Desk activities within a large-scale enterprise technology environment in the UAE. The role will act as a senior escalation point for end-user incidents and service requests while supporting the daily performance of Service Desk analysts, ensuring tickets are handled effectively and in line with agreed service levels. The successful candidate will combine strong L1/L2 end-user support expertise, ITSM knowledge, troubleshooting capability, customer-service skills, and team coordination experience. Key Responsibilities Service Desk Operations • Coordinate day-to-day activities of Service Desk and end-user support staff. • Provide hands-on L1/L2 technical support for incidents and service requests. • Monitor ticket queues, priorities, aging, assignment, and resolution progress. • Ensure incidents and requests are correctly categorized, prioritized, documented, and resolved. • Support achievement of agreed SLAs, OLAs, KPIs, response times, and resolution targets. • Coordinate shift handovers and ensure continuity of support activities. Technical Support & Escalation • Act as a senior escalation point for complex end-user technical issues. • Troubleshoot issues involving Windows endpoints, Microsoft 365, user accounts, applications, connectivity, printers, peripherals, collaboration tools, and workplace technologies. • Support incidents involving Microsoft Teams, Outlook, Exchange Online, OneDrive, and other Microsoft 365 services. • Troubleshoot device configuration, software installation, access, authentication, and connectivity issues. • Escalate complex L3 or infrastructure-related incidents to the appropriate technical teams and track them through resolution. Team Coordination & Quality • Provide day-to-day technical guidance and coaching to Service Desk analysts. • Support workload allocation and ensure appropriate coverage across operational hours. • Review ticket quality and ensure analysts follow established troubleshooting and documentation standards. • Identify recurring support issues and recommend improvements. • Support onboarding and knowledge transfer for new support staff. • Promote consistent customer-service and technical-support standards across the team. ITSM & Incident Management • Work within established ITIL and ITSM processes covering incident, request, problem, knowledge, and change management. • Support major incident activities and provide timely information to relevant technical teams. • Identify recurring incidents and contribute to problem-management and root-cause-analysis activities. • Ensure appropriate escalation of SLA risks, high-priority incidents, and unresolved technical issues. • Maintain accurate ticket records and operational documentation within the ITSM platform. Knowledge Management & Continuous Improvement • Develop and maintain knowledge articles, troubleshooting guides, FAQs, standard operating procedures, and support documentation. • Identify opportunities for self-service, automation, shift-left, and first-contact resolution. • Support continuous improvement of Service Desk processes and user experience. • Monitor recurring ticket trends and provide feedback to engineering and service-management teams. • Contribute to improving First Contact Resolution (FCR), customer satisfaction, and ticket-resolution performance. Required Experience • Bachelor’s degree or diploma in Information Technology, Computer Science, Engineering, or related discipline. • 5+ years of IT Service Desk, end-user computing, desktop support, or technical support experience. • Experience acting as a Senior Service Desk Analyst, Technical Support Lead, Service Desk Team Lead, or equivalent. • Strong hands-on troubleshooting experience across Windows 10/11 and Microsoft 365. • Experience supporting user accounts, applications, endpoint devices, collaboration tools, printers, peripherals, and connectivity. • Good working knowledge of Active Directory and/or Microsoft Entra ID. • Experience using enterprise ITSM platforms such as ServiceNow, BMC, Jira Service Management, or equivalent. • Strong understanding of incident management, service request management, SLA management, escalation, and knowledge management. • Experience coordinating support activities and providing technical guidance to other analysts. • Strong communication, customer-service, troubleshooting, and documentation skills. Preferred Experience • Experience supporting large-scale enterprise or managed workplace environments. • Knowledge of Microsoft Intune, endpoint management, remote-support tools, and device compliance. • Experience with ServiceNow ITSM is highly advantageous. • Understanding of ITIL practices, major incident management, problem management, and continual service improvement. • Experience working within multi-vendor or managed-service environments. • UAE/GCC enterprise support experience is advantageous. • ITIL Foundation, Microsoft, CompTIA, ServiceNow, or equivalent certifications are preferred. What We Are Looking For We are looking for a hands-on Service Desk support professional who can also lead from the front. The successful candidate should be comfortable resolving technical issues directly while coordinating analysts, monitoring ticket queues, handling escalations, maintaining service quality, and ensuring users receive timely and professional support. The ideal candidate will combine strong troubleshooting skills, Service Desk operations experience, ITSM knowledge, customer focus, and the ability to guide and support other analysts without being removed from day-to-day technical delivery. Show more

Bachelor’s degree or diploma in Information Technology, Computer Science, Engineering, or related discipline. 5+ years of IT Service Desk, end-user computing, desktop support, or technical support experience. Experience acting as a Senior Service Desk Analyst, Technical Support Lead, Service Desk Team Lead, or equivalent.

Coordinate day-to-day activities of Service Desk and end-user support staff. Provide hands-on L1/L2 technical support for incidents and service requests. Monitor ticket queues, priorities, aging, assignment, and resolution progress. Ensure incidents and requests are correctly categorized, prioritized, documented, and resolved. Support achievement of agreed SLAs, OLAs, KPIs, response times, and resolution targets. Coordinate shift handovers and ensure continuity of support activities. Act as a senior escalation point for complex end-user technical issues. Troubleshoot issues involving Windows endpoints, Microsoft 365, user accounts, applications, connectivity, printers, peripherals, collaboration tools, and workplace technologies. Support incidents involving Microsoft Teams, Outlook, Exchange Online, OneDrive, and other Microsoft 365 services. Troubleshoot device configuration, software installation, access, authentication, and connectivity issues. Escalate complex L3 or infrastructure-related incidents to the appropriate technical teams and track them through resolution. Provide day-to-day technical guidance and coaching to Service Desk analysts. Support workload allocation and ensure appropriate coverage across operational hours. Review ticket quality and ensure analysts follow established troubleshooting and documentation standards. Identify recurring support issues and recommend improvements. Support onboarding and knowledge transfer for new support staff. Promote consistent customer-service and technical-support standards across the team. Work within established ITIL and ITSM processes covering incident, request, problem, knowledge, and change management. Support major incident activities and provide timely information to relevant technical teams. Identify recurring incidents and contribute to problem-management and root-cause-analysis activities. Ensure appropriate escalation of SLA risks, high-priority incidents, and unresolved technical issues. Maintain accurate ticket records and operational documentation within the ITSM platform. Develop and maintain knowledge articles, troubleshooting guides, FAQs, standard operating procedures, and support documentation. Identify opportunities for self-service, automation, shift-left, and first-contact resolution. Support continuous improvement of Service Desk processes and user experience. Monitor recurring ticket trends and provide feedback to engineering and service-management teams. Contribute to improving First Contact Resolution (FCR), customer satisfaction, and ticket-resolution performance.