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