Service Desk Analyst - UAE National Only
Gargash Group
tech support
sla compliance
hardware/software support
incident escalation
user training
data security
Offer basic training and guidance to end users on IT policies, systems, and applications.
The Service Desk Analyst is responsible for providing first-line technical support to end users across the group. This job involves troubleshooting IT-related issues, responding to service requests, and ensuring the resolution of incidents in a timely and efficient manner. The Service Desk Analyst plays a critical role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.
Identify recurring issues and suggest improvements to enhance IT service desk efficiency.
Ensure timely resolution of service requests and incidents within agreed SLAs.
Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.
Escalate complex technical issues to higher-level support teams as per the escalation procedures. • Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.
Process user account creation, modifications, and access permissions in line with IT security policies.
Uphold company values throughout business practices and utilise sound judgment in decision making.
Participate in service improvement initiatives and contribute to ITSM tool enhancements.
Ensure compliance with data security, privacy, and IT policies when handling sensitive information.
Track and update tickets with accurate progress notes and resolutions.
Assist in managing IT assets, including desktops, laptops, printers, and peripheral devices.
Follow ITIL best practices for incident, problem, and change management.
Stay updated with the latest IT technologies, best practices, and industry trends.
Create and update user-friendly knowledge base articles and FAQs to support self-service capabilities.
Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.
Act as the first point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.
Provide remote and on-site support to employees as needed.
Provide clear, professional communication with users regarding their IT issues, ensuring they are updated on resolution timelines.
Generate reports on ticket trends, service desk performance, and user satisfaction metrics.
it support
itil
comptia
bachelor’s
A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.
ITIL Foundation certification is preferred.
Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are an advantage.
Experience working in a structured IT environment following ITIL processes is preferred.
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Benefits- company may conduct background checks as the job requires.
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1950 Established
Year of Establishment
The company marked its beginning in 1950 by establishing itself as a leader in the UAE's automotive sector.
- As the UAE’s top distributor of premium cars, the company represents global brands such as Mercedes-Benz.
- The group expanded into construction and real estate, contributing to iconic projects across the region.
- Through strategic growth, it diversified into retail and logistics, further solidifying its market presence.
- Known for its ability to adapt to market changes, the group thrives through its diverse, integrated offerings.
- In recent years, it has focused on sustainable infrastructure, creating developments that define modern living.
- Integrity - We act with honesty and adhere to the highest ethical standards.
- Customer-Centricity - Our customers are at the heart of everything we do.
- Excellence - We continuously strive to exceed expectations and set new benchmarks.
- Innovation - We embrace change and encourage creative solutions.
- Teamwork - We work together to achieve our shared goals, fostering a collaborative environment.
Net-zero by 2050
Emissions Target
Aim to achieve zero net emissions by the year 2050, marking a significant commitment to climate action.
- Committed to reducing its carbon footprint and embracing sustainable practices.
- Focus on energy-efficient solutions, waste reduction, and sustainable sourcing in their operations.
- Continually monitors and reports its environmental impact to ensure ongoing improvement.
