Support Office Service Desk Contract

Job Title

Service Desk Analyst – Digital Transformation Support

Location:

[UAE / Hybrid / On-site – specify as needed]

About the Role

We are seeking a skilled and customer-focused Service Desk Analyst to provide exceptional technical assistance and support to our digital transformation clients. In this role, you will be the first point of contact for IT-related inquiries, ensuring swift, professional, and high-quality service delivery. You will play a key role in maintaining customer satisfaction and supporting a portfolio of innovative cloud, AI, and digital transformation solutions.

Key Responsibilities

Day-to-Day Operations

• Respond to service requests, incident reports, and inquiries via phone, email, and ticketing systems.

• Diagnose and resolve hardware, software, network, and other IT-related issues efficiently.

• Accurately document all interactions, troubleshooting steps, and resolutions in service management tools.

• Escalate complex cases to higher-tier support when required for prompt resolution.

• Provide remote support and troubleshooting to minimize on-site interventions.

• Maintain regular communication with clients regarding ticket status, updates, and resolution timelines.

• Identify opportunities to improve service desk processes, tools, and knowledge base resources.

Mandatory Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Minimum 2 years of experience in a service desk or technical support role, preferably within a global IT environment.

• Strong understanding of IT infrastructure, cloud computing principles, digital transformation concepts, and cybersecurity fundamentals.

• Proven ability to analyze and resolve technical issues accurately and promptly.

• Excellent verbal and written communication skills with the ability to explain technical information to non-technical users.

• Strong organizational skills with the ability to manage multiple inquiries simultaneously.

Preferred Skills & Experience

• Experience supporting large-scale IT transformation programs.

• Familiarity with remote support tools and ITIL-based service management processes.

• Exposure to high-performance computing (HPC) or AI-driven environments.

Soft Skills

• Patience, empathy, and strong customer service orientation.

• Agility to adapt to changing priorities and ambiguity.

• Proactive problem-solving and a bias for action.

• Collaborative mindset with the ability to build strong stakeholder relationships.

Employment Contract

12 Months