911 Service Desk jobs in the United Arab Emirates

* Responsible for calls, emails, chat and resolving or troubleshooting technical issues.

* Provide 1st or 2nd line technical support as per SLA.

* Knowledge/Experience in ServiceNow, Azure AD, Exchange Online, Power BI, Power Automate, Mac OS, Microsoft VDI, VIP Support (please highlight relevant experience in your CV).

* Create and maintain Knowledge Articles based on reported issues and solutions.

* Strong knowledge of ITIL processes and ITSM tools.

* Handle service requests following established procedures.

* Allocate calls promptly and appropriately.

* Address user tickets related to hardware, software, and networking.

* Guide users through installing applications and peripherals.

* Diagnose problems by asking targeted questions and provide step-by-step instructions.

* Test alternative solutions until issues are resolved.

* Customize desktop applications to user needs.

* Log technical issues and solutions.

* Escalate unresolved issues to higher support levels.

* Follow up to ensure systems are functional.

* Collect and report customer feedback and product requests.

* Assist in creating technical documentation and manuals.

* Record incidents and service requests, maintaining relevant records.

* Classify incident types and service interruptions.

* Track reliability data under guidance.

* Interpret user problems and identify solutions, considering side effects.

* Use experience and database resources to resolve issues.

* Escalate complex incidents.

* Track issues from start to resolution.

* Respond systematically to operational needs, avoiding disruptions and adhering to SLA and security policies.

* Provide information for common service requests and allocate unresolved calls.

* Keep records, inform users, and advise relevant personnel.

* Develop and apply support standards.

* Contribute to support documentation.

* Serve as the routine contact point for support requests.

* Handle a broad range of service requests efficiently.

• Associate

• Full-time

• Information Technology, Analyst, and Engineering

• IT Services and IT Consulting, Technology, Information and Internet, and Information Services

This job is currently active and available.

Join to apply for the Service Desk Engineer role at Dicetek LLC.

• Bachelor's degree with a minimum of 5 years of experience in a Service Desk role supporting ICT customers.
• Good knowledge of ICT services such as cloud (VMware and OpenStack), security solutions, data centers, IoT, etc.
• Experience with ITSM tools like ManageEngine and HPSM.
• Strong understanding of ITIL for service management.
• Ability to work in shifts 24x7 and over weekends.
• ITIL V4 certification.
• Additional certifications such as Microsoft, Oracle, or VMware are a plus.
• Good communication skills.
• Proficiency in Microsoft Excel and PowerPoint for reporting.

• Not Applicable

• Contract

• Information Technology

• IT Services and IT Consulting

Referrals increase your chances of interviewing at Dicetek LLC by 2x.

JOB DESCRIPTION

JOB TITLE: Service Desk Engineer

JOB PURPOSE: L1 Support

QUALIFICATION: Diploma in Technology B.E/B. Tech or Equivalent

CERTIFICATIONS: CompTIA A or CompTIA N or any certificate from Microsoft

EXPERIENCE: 2 years

REPORTING TO: Service Delivery Manager

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Responding to IT support tickets and inquiries via various channels such as email phone or ticketing systems and documenting solutions and resolutions.
• Handling solving and logging the technical tickets in ticketing system.
• Provide quick and effective assistance with IT systems to all users.
• Prepare IT assets to the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware software systems networks printers and scanners.
• Manage users account in AD and exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Excellent problem-solving and analytical skills.
• The ability to break down technological processes and deliver clear step-by-step instructions to users.
• Provide professional support to VIP users.
• Troubleshooting and diagnosing IT problems identifying root causes and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices including computers printers and mobile devices.
• Providing training and guidance to end-users on IT tools applications and best practices to enhance their productivity and technical proficiency.
• Work with the team to provide high quality IT services to the users.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.

TECHNICAL SKILLS / COMPETENCIES:

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience.
• Comprehensive experience in OS systems.
• Proven experience in ticketing systems.

SOFT SKILLS:

MANDATORY

• Excellent communication skills both written and verbal
• Time Management.
• Research Skills.
• Attention to details.
• Patience.
• Work under pressure.
• Multitask Management
• Analytical and problem-solving skills
• Teamworking skills
• Arabic Speaking and Writing

OPTIONAL

• ITIL
• MCSA
• CCNA

User Support: Responding to user queries and issues, either via phone, email, chat, or in-person.

Troubleshooting: Diagnosing and resolving technical issues, which can range from simple password resets to more complex problems with network connectivity or software functionality.

Hardware and Software Maintenance: Installing, configuring, and updating hardware and software, and ensuring they are functioning correctly.

Documentation: Keeping records of issues and resolutions, maintaining IT inventory and documentation of processes and systems.

Escalation of Issues: Recognizing when a problem needs to be escalated to a higher-level technical team or management.

User Training and Guidance: Educating users on how to use various IT resources and software applications effectively.

Ensuring Compliance: Making sure that IT practices adhere to organizational policies and industry standards, including security protocols.

• Minimum 2 years of experience with exposure in similar Operations
• Educational Background: Often requires at least an associate degree in information technology, computer science, or a related field. Some positions may require a bachelor’s degree.
• Technical Skills: Knowledge of computer systems, networks, and common software applications. Familiarity with various operating systems like Windows, macOS, and Linux is also important.
• Problem-Solving Abilities: The ability to diagnose and resolve technical issues efficiently.
• Communication Skills (Arabic and English): Strong verbal and written communication skills are essential for explaining complex IT concepts to non-technical users.
• Customer Service Orientation: A friendly and patient demeanour for dealing with frustrated users or complex IT issues.
• Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation can be beneficial.

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Requisition ID: 78068

City: Dubai

Country/Region: AE

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wiproâs Service Desk objectives

Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.
͏

Deliver:

No.

Performance Parameter

Measure

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

͏ ͏ Mandatory Skills: TIS Service Desk.Experience: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

#J-18808-Ljbffr

User Support: Responding to user queries and issues, either via phone, email, chat, or in-person.

Troubleshooting: Diagnosing and resolving technical issues, which can range from simple password resets to more complex problems with network connectivity or software functionality.

Hardware and Software Maintenance: Installing, configuring, and updating hardware and software, and ensuring they are functioning correctly.

Documentation: Keeping records of issues and resolutions, maintaining IT inventory and documentation of processes and systems.

Escalation of Issues: Recognizing when a problem needs to be escalated to a higher-level technical team or management.

User Training and Guidance: Educating users on how to use various IT resources and software applications effectively.

Ensuring Compliance: Making sure that IT practices adhere to organizational policies and industry standards, including security protocols.

1. Minimum 2 years of experience with exposure in similar Operations
2. Educational Background: Often requires at least an associate degree in information technology, computer science, or a related field. Some positions may require a bachelor's degree.
3. Technical Skills: Knowledge of computer systems, networks, and common software applications. Familiarity with various operating systems like Windows, macOS, and Linux is also important.
4. Problem-Solving Abilities: The ability to diagnose and resolve technical issues efficiently.
5. Communication Skills (Arabic and English): Strong verbal and written communication skills are essential for explaining complex IT concepts to non-technical users.
6. Customer Service Orientation: A friendly and patient demeanour for dealing with frustrated users or complex IT issues.
7. Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation can be beneficial.

* Responsible for calls, emails, chat and resolving or troubleshooting technical issues.

* Provide 1st or 2nd line technical support as per SLA.

* Knowledge/Experience in ServiceNow, Azure AD, Exchange Online, Power BI, Power Automate, Mac OS, Microsoft VDI, VIP Support (please highlight relevant experience in your CV).

* Create and maintain Knowledge Articles based on reported issues and solutions.

* Strong knowledge of ITIL processes and ITSM tools.

* Handle service requests following established procedures.

* Allocate calls promptly and appropriately.

* Address user tickets related to hardware, software, and networking.

* Guide users through installing applications and peripherals.

* Diagnose problems by asking targeted questions and provide step-by-step instructions.

* Test alternative solutions until issues are resolved.

* Customize desktop applications to user needs.

* Log technical issues and solutions.

* Escalate unresolved issues to higher support levels.

* Follow up to ensure systems are functional.

* Collect and report customer feedback and product requests.

* Assist in creating technical documentation and manuals.

* Record incidents and service requests, maintaining relevant records.

* Classify incident types and service interruptions.

* Track reliability data under guidance.

* Interpret user problems and identify solutions, considering side effects.

* Use experience and database resources to resolve issues.

* Escalate complex incidents.

* Track issues from start to resolution.

* Respond systematically to operational needs, avoiding disruptions and adhering to SLA and security policies.

* Provide information for common service requests and allocate unresolved calls.

* Keep records, inform users, and advise relevant personnel.

* Develop and apply support standards.

* Contribute to support documentation.

* Serve as the routine contact point for support requests.

* Handle a broad range of service requests efficiently.

• Associate

• Full-time

• Information Technology, Analyst, and Engineering

• IT Services and IT Consulting, Technology, Information and Internet, and Information Services

This job is currently active and available.

Dubai, United Arab Emirates | Posted on 03/07/2025

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

The Service Desk Analyst serves as the primary point of contact for IT support across all business units. This position manages technical support requests through multiple channels including in-person, email, and telephone communication. The role focuses on effective stakeholder communication, basic technical troubleshooting, and efficient ticket management.

• Manage Level 1 technical support through multiple channels (phone, email, in-person)
• Set clear expectations with stakeholders regarding issue resolution timelines and processes
• Troubleshoot basic hardware, software, and network connectivity issues
• Document all support interactions and solutions in the ticketing system
• Prioritize and manage multiple support requests based on business impact and urgency
• Communicate technical information clearly to users of varying technical backgrounds
• Escalate complex technical issues to appropriate support levels
• Track IT assets and maintain accurate inventory records
• Follow established technical support procedures and SLAs
• Maintain knowledge base documentation
• Process user account management requests
• Monitor ticket resolution progress and provide regular updates to stakeholders
• Perform other job-related duties as assigned by Management

• Tertiary education in Computer Science, Engineering, or relevant subjects OR equivalent industry experience
• 1-3 years hands-on experience in IT service desk or technical support role
• Experience in using IT service management (ITSM) tools and ticketing systems
• Experience documenting technical issues and solutions and providing remote technical support
• Experience supporting and troubleshooting Windows operating systems
• Demonstrated ability to troubleshoot basic IT issues
• Knowledge of Windows operating systems and Microsoft 365 applications
• Understanding of basic network concepts and connectivity troubleshooting
• Experience with IT service management tools and ticketing systems
• Basic understanding of IT security practices
• Strong verbal and written communication skills in English
• Proven ability to manage stakeholder expectations
• Problem-solving and analytical skills
• Ability to prioritize multiple tasks effectively
• Professional and customer-focused approach

Benefits include:

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (option to upgrade at own cost)
• Access to Fazaa discounts in retail, food & beverage, fitness, cinemas, theme parks, clinics, and more
• Participation in company events and team-building activities
• Opportunities for learning, development, and growth
• Part of a motivated team and company culture focused on progress

JOB DESCRIPTION

JOB TITLE: Service Desk Engineer

JOB PURPOSE: L1 Support

QUALIFICATION: Diploma in Technology, B.E/B. Tech or Equivalent

CERTIFICATIONS: CompTIA A+ or CompTIA N+ or any certificate from Microsoft

EXPERIENCE: 2+ years

REPORTING TO: Service Delivery Manager

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
• Handling, solving and logging the technical tickets in ticketing system.
• Provide quick and effective assistance with IT systems to all users.
• Prepare IT assets to the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Manage user's account in AD and exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Excellent problem-solving and analytical skills.
• The ability to break down technological processes and deliver clear, step-by-step instructions to users.
• Provide professional support to VIP users.
• Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
• Work with the team to provide high quality IT services to the users.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.

TECHNICAL SKILLS / COMPETENCIES:

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience.
• Comprehensive experience in OS systems.
• Proven experience in ticketing systems.

SOFT SKILLS:

MANDATORY

• Excellent communication skills, both written and verbal
• Time Management.
• Research Skills.
• Attention to details.
• Patience.
• Work under pressure.
• Multitask Management
• Analytical and problem-solving skills
• Teamworking skills
• Arabic Speaking and Writing

OPTIONAL

• ITIL
• MCSA
• CCNA