Service Desk Associate

Role overview

The Service Desk Associate serves as the initial contact for employees seeking help with IT issues and service requests. The position is centered on restoring services quickly, supporting user productivity, and delivering a smooth support experience.

Core duties

• Register incidents and service requests in the ticketing system, then assign appropriate categories and priority levels.
• Work cases through to closure while meeting agreed service-level targets and maintaining complete records.
• Carry out first-line troubleshooting for issues affecting hardware, software, networks, and business applications.
• Support users across phone, email, chat, and portal-based channels with clear, step-by-step guidance.
• Communicate professionally and courteously while keeping users updated on progress, next steps, and expected resolution times.
• Escalate unresolved or more complex incidents to the correct support groups and follow up until closure.
• Complete standard service tasks such as account setup, password resets, and software installation, in line with access and security controls.
• Record solutions, workarounds, and repeated issues in the knowledge base and maintain detailed ticket notes.
• Monitor alerts and system notifications where required and flag recurring problems for improvement.
• Follow ITIL-based practices for incident, request, and problem management, while adhering to internal policies, security requirements, and confidentiality standards.
• Share suggestions for process improvements, join training sessions, and stay current with new tools and support methods.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, or a similar discipline, or equivalent practical experience.
• 1 to 3 years of experience in a service desk, helpdesk, or technical support environment.
• Working knowledge of IT service management concepts and hands-on exposure to ticketing systems.
• Ability to diagnose and resolve common issues across hardware, software, networks, and applications.
• Familiarity with Windows and macOS, Microsoft Office 365, and widely used enterprise software.
• Basic networking understanding, plus experience with user administration tools such as Active Directory, password resets, and access provisioning.
• Strong analytical thinking, attention to detail, and a customer-first mindset.
• Clear verbal and written communication skills, along with the ability to manage multiple priorities in a busy environment.
• Comfort working independently as well as collaborating with wider support teams.
• Awareness of security best practices and data protection requirements.
• Willingness to keep learning and adapt to evolving technologies and support processes.

Additional information

This is a full-time, onsite position based in Dubai, United Arab Emirates. The role is focused on maintaining service quality, minimizing business disruption, and contributing to ongoing support improvements.

Terms and conditions

No salary, stipend, number of openings, start date, or application deadline was provided in the source.