Service Desk Engineer – Hiring UAE National

We are looking for a Service Desk Engineer to provide first-level IT support to users and ensure timely resolution of incidents and service requests while maintaining SLA compliance and a high level of customer satisfaction.Key ResponsibilitiesAct as the first point of contact for IT support requests.Log, categorize, prioritize, and track incidents and service requests.Troubleshoot basic hardware, software, system, and network issues.Resolve first-level technical issues and escalate unresolved cases to L2/L3 teams.Monitor ticket progress and ensure adherence to agreed SLAs.Support user onboarding and offboarding activities.Assist with user account, access, device, and application-related issues.Maintain accurate ticket documentation and update the knowledge base.Coordinate with internal IT teams to ensure timely issue resolution.Deliver professional and customer-focused IT support.RequirementsBachelor’s degree in Information Technology, Computer Science, or a related field.0–2 years of experience in Service Desk, Help Desk, IT Support, or Desktop Support.Basic understanding of hardware, software, networking, and IT troubleshooting.Familiarity with incident and service request management.Basic understanding of ITIL practices preferred.Strong communication, problem-solving, and customer-service skills.Ability to work effectively in a support-driven environment.SkillsService DeskIT SupportHelp Desk SupportTechnical SupportDesktop SupportIncident ManagementService Request ManagementTroubleshootingHardware SupportSoftware SupportNetwork TroubleshootingITILSLA ManagementTicketing SystemsUser SupportActive DirectoryMicrosoft 365Windows SupportUser OnboardingUser OffboardingIT Service ManagementCustomer ServiceTechnical DocumentationProblem SolvingPopular Job TitlesService Desk EngineerService Desk AnalystIT Support EngineerIT Support AnalystHelp Desk EngineerHelp Desk AnalystTechnical Support EngineerDesktop Support EngineerIT Service Desk AnalystIT Support Specialist