IT Service Desk

Date Posted: 09 October, 2026

Industry: IT Services and IT Consulting

Location: VAPORVM IT SERVICES DMCC

Job Description:

The IT Service Desk Analyst is responsible for providing first-line technical support to customers, guests, and internal users. The role involves managing and resolving IT service tickets, supporting user onboarding and offboarding processes, troubleshooting hardware and software issues, and ensuring a high level of customer satisfaction through timely and professional IT support.

Key Responsibilities

Service Desk & Ticket Management

• Monitor, manage, and resolve IT service desk tickets within agreed service levels (SLAs).
• Diagnose and troubleshoot hardware, software, network, email, and application-related issues.
• Escalate unresolved issues to appropriate technical teams and track them through resolution.
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Communicate regularly with customers and users regarding ticket status and updates.

Customer & Guest Support

• Provide IT support to customers, guests, and end users through various support channels including email, phone, and remote assistance.
• Assist guests with IT access requests, connectivity issues, and system-related inquiries.
• Deliver a professional and customer-focused support experience.

User Onboarding

• Provision user accounts, email access, application permissions, and system access for new employees, customers, and authorized guests.
• Configure and deploy laptops, desktops, mobile devices, and peripherals.
• Ensure all onboarding activities are completed according to security and compliance requirements.
• Coordinate with HR and department managers to facilitate smooth onboarding.

User Offboarding

• Execute user offboarding procedures, including account deactivation and access removal.
• Recover company-issued IT assets where applicable.
• Ensure timely revocation of system, application, and network access to maintain security.
• Maintain accurate records of offboarding activities.

IT Asset & Access Management

• Support inventory tracking of IT assets and equipment.
• Assist with software licensing and device management activities.
• Maintain documentation related to user access, asset allocation, and service procedures.

Required Qualifications

• Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field.
• 2+ years of experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience working with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.
• Strong understanding of Windows operating systems, Microsoft 365, and Active Directory.
• Experience in user account administration and access management.

Required Skills

• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to manage multiple tickets and priorities simultaneously.
• Knowledge of ITIL service management principles is preferred.
• Experience with remote support tools.
• Strong documentation and reporting skills.

Key Performance Indicators (KPIs)

• Ticket resolution within SLA targets.
• First-call/first-contact resolution rate.
• User satisfaction scores.
• Timely completion of onboarding and offboarding requests.
• Accuracy of ticket documentation and updates.

Working Conditions

• Full-time position.
• May require working in shifts or on-call support based on business requirements.
• Hybrid or on-site support as required.

Preferred Certifications

• ITIL Foundation Certification.
• Microsoft 365 Fundamentals (MS-900).
• CompTIA A+ or equivalent.
• Microsoft Modern Desktop Administrator certifications.