IT Service Desk Agent

We are looking for a customer-focused and technically skilled IT Service Desk Agent to join our support team in the UAE. The successful candidate will serve as the first point of contact for users seeking technical assistance, ensuring timely resolution of IT issues and maintaining high service standards across the organization.

Key Responsibilities

• Provide first-level support to users via phone, email, or ticketing systems

• Diagnose and troubleshoot hardware, software, network, and system-related issues

• Escalate unresolved problems to the appropriate technical teams as per SLAs

• Log all incidents and service requests accurately in the IT service management (ITSM) system

• Guide users through step-by-step solutions and provide remote desktop support when needed

• Assist with user account creation, password resets, and system access management

• Install, configure, and support desktop applications and operating systems

• Monitor system alerts and proactively follow up on outstanding issues

• Maintain detailed documentation of processes, solutions, and known issues

• Ensure compliance with company IT policies and data security protocols

  
  

Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field

• 2–3 years of experience in an IT support or service desk role, preferably in the UAE

• Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking

• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Freshservice

• Excellent problem-solving and communication skills

• Ability to work in a shift-based or on-call environment as required

• ITIL Foundation certification is an advantage

• Fluency in English is required; Arabic is a plus