IT Desk Support Analyst - Dubai

Company Overview

Flowdesk is a cutting-edge digital asset trading and technology organization delivering liquidity, OTC trading, and market infrastructure that integrates digital assets with global markets, offering institutional-level precision and transparency. Established in 2020, Flowdesk supports institutions and exchanges worldwide, facilitating the evolution towards tokenized financial markets.

Role Overview

As an IT Desk Support Analyst at Flowdesk, you will be part of the IT Operations team responsible for maintaining a secure, supported technology environment for the Dubai office. The role focuses on direct user support, device management, and operating office IT systems within frameworks set by the Secure Engineering team.

Key Responsibilities

• Provide practical hands-on deskside and end-user assistance covering hardware, software, and accounts on Mac and corporate applications.
• Manage employee onboarding and offboarding locally by preparing devices and accounts for new hires and ensuring complete and timely deactivation for departures.
• Oversee IT infrastructure in the office including meeting room AV systems, local connectivity, and physical IT equipment.
• Administer device management via MDM platforms like Jamf, handling software deployments and device maintenance.
• Manage access permissions and account setups through identity platforms such as Okta and Google Workspace.
• Process and resolve support tickets efficiently, maintaining communication with users and meeting service level agreements.
• Maintain accurate local asset records and contribute to inventory management.
• Participate in an on-call rotation, including occasional out-of-hours support for other regional offices.
• Escalate complex operational issues beyond routine support, following established runbooks and collaborating with the Secure Engineering team.

Qualifications and Experience

• Proven experience providing hands-on end-user and deskside support, particularly for macOS environments.
• Ability to function autonomously as the sole on-site IT support personnel, demonstrating reliability and sound judgment in issue escalation.
• Availability to work on-site full-time in Dubai with participation in an on-call schedule including occasional after-hours support.
• Experience with device management tools like Jamf and identity/SSO solutions such as Okta.
• Complete handling of onboarding and offboarding processes to ensure seamless device/account readiness and revocation.
• Competence in supporting meeting rooms, AV systems, and general office IT infrastructure.
• Strong communication skills paired with a customer service orientation and discretion appropriate for a regulated financial environment.

Preferred Skills

• Familiarity with Google Workspace administration.
• Exposure to ticketing or ITSM platforms such as Jira Service Management.
• Knowledge of endpoint security tools.
• Experience working within regulated or security-focused industries.
• Basic understanding of Terraform and scripting languages.

Personal Attributes

• Inquisitive and self-motivated with the ability to take initiative.
• Results-oriented and driven to succeed.
• Strong analytical and numerical skills.
• Ability to manage diverse tasks effectively in a fast-paced, collaborative setting.
• Professional command of English.

Company Culture and Values

• Proactive ownership of mission-critical tasks.
• Team-oriented service and contribution to collective success.
• Innovation with value creation and courage.
• Integrity and respect in all actions.

Benefits

• International and English-speaking working environment.
• Comprehensive health insurance covering 100% of costs.
• Team bonding events and offsite gatherings.
• Company pension plan enrollment.
• Allocated budget for learning and professional development.