Website Quess Middle East
Job Details
Job Position – L1 Service Desk Agent
Company Name – Quess Middle East
Location: Dubai
Looking for a proactive L1 Service Desk Agent to be the first point of contact for IT support requests.
Responsibilities:
– Serve as the initial point of contact for all IT-related user issues and requests.
– Record, categorize, and prioritize incidents in the ITSM/ticketing system (e.g., ServiceNow, ManageEngine).
– Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
– Reset passwords, unlock accounts, and assist with access-related issues.
– Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
– Maintain communication with users to provide status updates and follow-ups.
– Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
– Support remote users using remote desktop tools.
Required Skills and Experience:
– 1–3 years of experience in IT Service Desk or desktop support roles
– Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
– Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
– Good understanding of ITIL processes and incident lifecycle.
– Diploma or Bachelor’s Degree in IT, Computer Science, or related field.
– ITIL Foundation certification is a plus.
– A+ / MCSA / HDI certification is advantageous.
– Willingness to work in shifts (24×7 environment if required).
Immediate to 30 days joining
Email: nafeesa.shaikh@quesscorpme.com
To apply for this job email your details to nafeesa.shaikh@quesscorpme.com