Job description

The Service Desk Analyst at IFZA Dubai acts as the first line of IT support for all business units, handling Level 1 technical support issues through various communication channels such as phone, email, and in-person. The role is responsible for troubleshooting basic hardware, software, and network problems, managing support tickets, documenting solutions, and escalating complex issues. The position also involves user account management, tracking IT assets, and maintaining knowledge base documentation. Key duties include managing multiple requests based on urgency and business impact, providing regular updates to stakeholders, and maintaining professional and customer-focused communication. Experience with IT service management tools, Windows OS, Microsoft 365, and basic networking is required. Candidates must have strong problem-solving, analytical, and documentation skills, as well as excellent communication abilities in English.