Service Desk Engineer – IT Support - Hiring UAE National

• 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 Show more Show less

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.

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.