IT Service Desk Engineer

🚀 #Hiring – IT Service Desk Engineer
📍 Location: Dubai, UAE
👩‍💻 Females are highly encouraged to apply!

We are looking for a proactive and customer-focused IT Service Desk Engineer to join our growing IT support team in Dubai. If you have strong troubleshooting skills, hands-on service desk experience, and enjoy supporting end users in a fast-paced environment, this opportunity is for you!

🔹 Role Overview
As an IT Service Desk Engineer, you will be the first point of contact for end users, providing technical support through calls, emails, and ticketing systems while ensuring excellent customer experience and SLA compliance.

🛠 Key Responsibilities
✅ Provide L1 technical support via calls, emails, and ticketing tools
✅ Troubleshoot hardware, software, printer, and network-related issues
✅ Manage incidents and service requests using tools like Ivanti, ServiceNow, ManageEngine, or BMC Remedy
✅ Support Active Directory activities including password resets and account unlocks
✅ Perform software installations and basic system configurations
✅ Maintain and update Knowledge Base (KB) articles
✅ Escalate complex issues to L2/L3 support teams when required
✅ Ensure timely ticket resolution and high customer satisfaction

🎯 Requirements
🎓 Graduate in any discipline
💼 Minimum 4+ years of experience in IT Service Desk / IT Support
📞 Mandatory experience in voice-based IT support
🖥 Hands-on experience with ticketing tools (Ivanti, ManageEngine, ServiceNow, BMC Remedy)
💡 Strong knowledge of Windows OS, MS Office, hardware troubleshooting, and networking basics
🔐 Experience with Active Directory user management
🗣 Excellent communication and customer service skills
⚡ Ability to work in a fast-paced support environment