IT Help Desk Support Analyst

Job description / Role

Position: Senior IT Help Desk Support Analyst
Employment Type: Outsourced through a third party (Contract renewable annually)
Location: Downtown, Abu Dhabi
Industry: Government
Working Schedule: 8 hours per day / 5 days a week (Saturday and Sunday off)

Main Responsibilities:

- Take primary responsibility for managing the IT Service Management Platform, ensuring seamless and efficient operations. Address end-users' technical issues, providing timely support to resolve challenges.
- Maintain regular communication with stakeholders to ensure their IT needs are met and relationships are strengthened.
- Prepare and present detailed reports on IT Service Management activities, including key metrics, performance indicators, and areas for improvement.
- Stay updated on developments in IT service management to implement best practices and enhance IT support efficiency.
- Coordinate with other IT teams to address complex technical issues, ensuring fast and effective resolutions.
- Provide training and mentorship to other staff members, supporting the continuous development of the IT team.
- Participate in strategic planning to align IT services with organizational goals, ensuring efficient service delivery.
- Provide expert-level IT support to end-users, ensuring timely and efficient resolution of issues.
- Manage and optimize ITSM processes, driving improvements in service delivery and operational efficiency.
- Utilize ServiceNow for tracking, reporting, and managing incidents and service requests (knowledge of ServiceNow is a plus).
- Collaborate with cross-functional teams to implement IT solutions that align with business goals.
- Continuously maintain knowledge of industry trends, best practices, and IT support strategies.

To be considered for this role, you need to meet the following criteria:

- ITIL Certification is a must.
- Proven experience in IT service management (ITSM) and help desk support.
- Knowledgeable in ITSM platforms (ServiceNow knowledge is a plus).
- Strong problem-solving skills, with the ability to manage complex technical issues.
- Excellent organizational and communication skills, with the ability to collaborate effectively across teams.
- Knowledge of IT best practices, trends, and industry developments.
- Ability to work well under pressure, meet deadlines, and maintain a high level of service.
- Strong interpersonal skills with the ability to provide expert support to end-users.
- Must be willing to work in an outsourced role.

If you are an experienced IT professional with an ITIL certification and a passion for service excellence, apply now to be a part of a growing team in Abu Dhabi!
Please note that Black Pearl does not accept any payment from its candidates to process their applications. All active jobs are posted either on Gulftalent or on its website.

About the Company

About Us Helping professionals grow. Supporting businesses thrive.

Black Pearl is a HR consultancy and recruitment firm based in the UAE. We connect skilled professionals with leading organizations across the Gulf region, offering a personalized and thoughtful approach to hiring.

Our team specializes in recruiting for roles across key industries, including but not limited to: - Healthcare and Life Sciences - Engineering and Construction - Technology and Digital - Finance and Accounting - Hospitality and Retail - Government and Emiratization

Whether you’re searching for your next opportunity or looking to hire, we work closely with you to understand your goals and find the right fit.