Service Desk Analyst
Job Description
<p>Position: <strong>Service Desk Analyst</strong></p><p>Headcount:8</p><p>Salary: AED 14-16k</p><p><br></p><p><strong>About role:</strong></p><p> </p><p>The role is a level 1 technical support position responsible for providing cloud customers with support, general guidance, best practices, technical troubleshooting, and instructions on how to use or transition to cloud services.</p><p><br></p><p><br></p><p><strong>Responsibilities:</strong></p><p><strong> </strong></p><ul><li> Ensuring customer satisfaction by appropriately and rightly interacting with them</li><li> Managing incidents, service requests and changes adhering strictly to the SLAs on Jira. </li><li>Closely manage and follow up any tickets with customer or level 2/3 engineers.</li><li>Meeting SLAs and KPIs.</li><li>Comply with applicable laws, regulations, international standards and related Policies and Procedures.</li></ul><p><br></p><p> </p><p><strong>Skills and qualifications</strong></p><ul><li>Bachelor’s degree in applicable field or equivalent experience</li><li>Minimum of 2 years of experience as a Linux Engineer, Technical Support Engineer, or similar in a production Linux environment (infrastructure, network, storage, servers, security).</li><li>Strong understanding of cloud computing platforms (e.g., AWS, Azure, GCP).</li><li>Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.</li><li>Experience with configuring and running virtual machines, Kubernetes, or Docker.</li><li>Experience with setting up and using CI/CD pipelines using Puppet, Chef, Jenkins, or Ansible.</li><li>Familiarity with ITIL and IT service management principles.</li><li>Ability to communicate technical concepts and support assertions with data.</li><li>Ability to coordinate and prioritize many issues simultaneously.</li><li>Ability to adapt to a fast-changing environment and process.</li></ul>
