IT Service Desk Analyst

Alvarez & Marsal - Dubai

We have an exciting opportunity for an L2 IT Service Desk Analyst in Dubai with a minimum 2 years professional experience in a helpdesk/technical support role. The IT Service Desk Analyst will support all users by email, telephone, remote support tools and/or direct contact for technology related problems. The IT Service Desk Analyst will provide diagnosis, resolution, or escalation to other service desks, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst is responsible for accurately logging calls, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, and assist on other assigned projects that will provide technical solutions to our user community through information support requests or as directed. This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude.

The Responsibilities:

  • To take ownership of user problems and be pro-active when dealing with user requests and issues.

  • To log all calls on the Service Desk ticketing system and liaise with other technicians or IT departments within the A&M infrastructure as required.

  • Maintain and monitor all network, security and computer systems to meet the organisation’s current and future requirements.

  • Analyse, diagnose, resolve or escalate reported issues, requests and outages in a timely manner.

  • Build, configure, install, and troubleshoot laptops, mobile devices and tablets.

  • Administer various software platforms including: O365/Azure, encryption, Unified Communications, MDM, storage and backup platforms.

  • Willing to go the extra mile to provide outstanding level of support t o maintain a high degree of customer service face-to-face, on email and via telephone.

  • To demonstrate a willingness to work flexibly, sometimes outside of normal core hours supporting other offices in Europe and provide responses to service demands as agreed with the senior management.

The Requirements

  • Minimum of 2 years’ experience in a similar IT Support role, preferably in the professional services industry, using ITIL framework in providing desk side support as well as use of Remote Support Tools to support users out of the office.

  • A proven background in providing exceptional customer service and able to handle time sensitive situations face-to-face and over the phone.

  • Previous experience using an incident management/tracking system is a must.

  • Experience in providing support in a Windows 10 environment as well as Mac OS X – configure, deploy, support and using SCCM and JAMF.

  • Experience in supporting mobile devices such as Apple and Android devices using an MDM platform such as MS Intune.

  • Knowledge of LAN/WAN networking, TCP/IP troubleshooting and remote access VPN technology.

  • Strong experience with Microsoft Azure, Office 365 administration – mailbox and account management.

  • Exposure to Windows Server 2012, 2016, 2019, Exchange and Active Directory.

  • Experience in provisioning and troubleshooting Cisco unified communication systems and Cisco Jabber.

  • Experiencing in using and supporting MS Teams, SharePoint and other collaboration / conferencing tools such as Cisco WebEx.

  • Being an all-round team player, people’s person, and able to work in an open environment is a must.

  • Excellent written and verbal communications skills and ability to multi-task in a fast-paced environment.

  • A good understanding of ITIL based structure.

  • IT based qualifications such as; A+, MTA, MCSA or similar.

Diversity & Inclusion

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity and we foster inclusiveness. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Voluntary Inclusion


It is Alvarez & Marsal’s policy to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor in accordance with all applicable laws and regulations.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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