Website Quesscorp Middle East
Job Details
Job Position – Service Desk Analyst
Company Name – Quesscorp Middle East
Location: Dubai, UAE
Availability: Immediate Joiners Preferred
Experience Required: 1–3 Years
L1 (ITIL / Problem / Knowledge / Incident / Service Requests / Service Catalogue)
Hiring a proactive and customer-focused Service Desk Analyst – Level 1 to support daily IT operations, including incident resolution, service request fulfillment, problem analysis, knowledge management, and service catalog support. The ideal candidate will provide first-line technical assistance, ensure high service quality, and coordinate with L2/L3 teams to maintain seamless IT operations.
Key Responsibilities
– Provide L1 technical support for end-users via phone, email, remote tools, and service desk system.
– Handle incident management—log, categorize, prioritize, and resolve issues within defined SLAs.
– Support service request management, including user access, software installation, and standard IT services.
– Assist in problem management—identify root causes, perform initial troubleshooting, and follow up on permanent fixes.
– Maintain and update IT knowledge base articles and troubleshooting documentation.
– Manage and maintain service catalog listings and ensure accurate availability of IT services.
– Escalate complex issues to L2/L3 teams and track until closure.
– Monitor service desk queues and ensure timely resolution.
– Maintain professional communication and deliver excellent customer experience.
Required Skills & Qualifications
– 1–3 years of experience in Service Desk / IT Support / Technical Support.
– Knowledge of ITIL processes such as Incident, Problem, Change, Service Request & Service Catalogue.
– Experience using ticketing tools (ServiceNow / Remedy / Freshservice / Zendesk or similar).
– Strong troubleshooting skills for hardware, software, OS (Windows/Mac), network basics, and applications.
– Excellent communication and customer handling skills.
– Ability to work in a fast-paced environment with strong task prioritization.
– Certifications preferred: ITIL v4 Foundation, A+, N+ (added advantage).
Email : nafeesa.shaikh@quesscorpme.com
Whatsup : 0091-8217320835
To apply for this job email your details to nafeesa.shaikh@quesscorpme.com