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Service Desk Analyst

  • Full Time
  • Dubai
  • 200 - 20000 USD / Year
  • Salary: 200 - 20000

Website Fitch Ratings

Job Details

Job Position – Service Desk Analyst

Company Name – Fitch Ratings

An open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion. Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch’s ERGs are available to connect employees with others within the organization to offer professional and personal support.

With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.

Fitch Ratings is a leading provider of credit ratings, commentary and research. Dedicated to providing value beyond the rating through independent and prospective credit opinions, Fitch Ratings offers global perspectives shaped by strong local market experience and credit market expertise. The additional context, perspective and insights we provide have helped fund a century of growth and enables you to make important credit judgments with confidence.

The Global Service Desk is responsible for providing a high level of computing and telecommunications support, as well as implementing projects and technical initiatives for Fitch staff internationally. There are approximately 100 users in Dubai, as well as approximately 5,500 users in sites across: America, Europe, the Middle East, Africa, Asia, Australia and Latin America. Support and project work encompasses all sites as well as frequent interaction with IT staff in our offices globally.

Service Desk technicians are primarily responsible for resolving queries that are picked up by themselves from the telephone, ticketing system or have been assigned or escalated to them from one analyst to another. They are also responsible for completing various project related tasks as may be assigned to them.

The Dubai Service Desk reports to the Service Desk Team Leader in Frankfurt.

This is a support role requiring working the operating hours of 08:30 – 17:30, with other technology and support staff, although work outside these hours will be occasionally be required. Travel to other Fitch offices in Dubai will be required.


Take and resolve requests over the telephone, face to face and via the ticketing system.
Respond to and resolve requests within the specified time frame as logged in the ticketing system.
Keep requests updated in system with progress on a daily basis including requests for escalation.
Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
Prepare written communications and documentation.
Undertake research, document results and present to colleagues and Managers.
Develop own technical knowledge to improve ability to resolve requests.
Work with co-workers to increase knowledge across the Global Service Desk team.
Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
Recommend new methods or improvements based on own research, knowledge and possibly testing.
Organise, implement and action project tasks as required within agreed timeframe.
Expert knowledge on the local office setup.
Enforces best practice in the office.
Develop relationships with key members of the business in the office, engages business stakeholders and reinforces role of site expert.
Co-ordinate Asset Management and stock taking tasks for the office.
Occasional Major Incident Management.
Supports Manager in recruitment.

Duties, Not Limited To

Answer telephone calls directed to the Global Service Desk – logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.
Review and act upon requests logged in ticketing system, within specified timeframe.
Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.
Support and maintain Audio Visual equipment on site and provide assistance for client meetings.
Support of Video Conference calls.
Maintain onsite Comms rooms, carry out patching and support network infrastructure under guidance of Network team and technical lead.
Build, image and deployment of desktop hardware.
Component fix, replacement and upgrades on desktop hardware.
Deployment of software.
Create and maintain accurate documentation for all user or technician processes.
Share technical knowledge with other Service Desk staff to facilitate call resolution.
Contact equipment vendors as required for request resolution.
Perform user desk moves when required.
Perform user training when required.
Liaise with local office technical point of contact at branch offices as required.
Liaise with 3rd Party providers in co-ordination of resolution/maintenance activities.
Assist in project deployments when required.

Skills And Experience

Positive can-do attitude with a mature and professional approach.
Excellent troubleshooting and diagnosis skills.
Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressurised situations either in person or on the telephone.
Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyse data.
Enthusiasm for and genuine interest in IT and technical support.
Must also have excellent decision-making and problem-solving skills to manage multiple priorities.
Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
Strong eye for detail and an ability to follow procedures and implement them with users.
Must also be patient and empathetic to the issues and concerns of others.
Strong planning and organisational skills to enable proactive management of calls.
Methodical approach with lateral thinking ability.
Ability to cope with demanding situations.
Willingness to be involved all aspects of IT

Technical Skills Matrix


Essential Skills

Desirable skills / qualifications


Experience supporting Windows 10

Experience with Mac IOS support

Experience with Windows 11


Experience supporting MS Office 2019 and 365 (Word, Excel, PowerPoint)

Experience of Microsoft Teams.

Apple devices

Experience with Apple mobile devices

Experience with Macs.

Experience with JAMF.

Other Software

Experience with VPN Technologies.

Experience with Desktop Conferencing software.

Experience with ZScaler.

Experience with Pulse Secure

Experience with Zoom.

Computing hardware

Experience with supporting desktop PC and laptop hardware

Experience with HP and Dell technology.

Printing / scanning devices

Experience with multifunctional devices and follow me printing.

Experience with Xerox, HP & Canon MFP

Anti-virus and security tools

Experience of dealing/managing Desktop security issues

Experience Crowdstrike, Thycotic and Proofpoint


Experience of administering office phone system

Experience with Zoom phone

Application Deployment

Experience of software deployment system for imaging and software deployment.

Experience of SCCM.

Experience of JAMF

Minimum Qualifications

Graduates strongly preferred or equivalent combination of knowledge, experience, training and/or education.

ITIL awareness/Foundation certificate preferred.

Experience of Financial Institutions not as essential as drive and motivation.

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