Service Desk Analyst - Subject to Contract Award

Abu Dhabi | IT & Telecoms

Service Desk Analyst - Subject to Contract Award

Make a difference every day


The Job Opportunity

We are looking for a Service Desk Analyst who is ready to undertake a range of 1st line tasks in support to its customers, where they will primarily perform a variety of tasks depending on experience and capability to ensure that effective services are delivered as per Information Technology Infrastructure Library (ITIL) good practices and agreed Service Level Agreements (SLA).


Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments and large private corporations.


This role is subject to contract award.


Key accountabilities

  • Primary responsibility is user support and customer service. Being present and available to customers requiring technical assistance.
  • Respond to queries and requests via emails, phone calls, chats, and web portal.
  • Accurately log all Incidents, Service Requests, Problem tickets, Project tasks and Change Requests using the Service Management application.
  • Ensure that all incoming Incidents, Service Requests, Change Requests are logged, diagnosed, and escalated to appropriate teams and with consistent quality standards.
  • Liaise with each domain in the Department and Vendor Engineers for tracking and closure of Incidents, Service Requests, Problem tickets, Project tasks and Change Requests.
  • Responsible for the effective escalation in cases where the Incident resolution, Request Fulfilment, Change implementation, Project work progress is being hindered/stalled in any way
  • Carry out quality self-assessments of all Incidents, Service Requests, Change, Project, and Security tasks to provide feedback on areas for improvement.



What we are looking for in our candidates:

  • Good interpersonal and communication skills and confident in communicating with people across all levels within the company.
  • Ability to provide technical support over the phone having professional demeanour.
  • Ability to work well under pressure and meet deadlines.
  • Attention to detail and willingness to learn.
  • Self-starter and the ability to work independently as well as part of a team
  • Ability to handle confidential information in strict confidence.
  • Service focused


Specific requirements

  • Bachelor's degree in Information Technology / Computer Engineering / Computer Science or equivalent
  • Information Technology Infrastructure Library (ITIL) version 3 or 4 Foundation certificate
  • Minimum 1 year, preferably 2 years of experience in a Service Desk Analyst role (Middle East experience preferable)
  • Experience in supporting IT Services as per ITIL Service Management Standards
  • Experience in usage of Service Management Tool such as ServiceDesk plus, Remedy, ServiceNow or equivalent for logging, documenting, and closing Incidents, Service Requests, Change Requests and Problems.
  • Experience in handling Incidents and Service Requests related to Windows Operating Systems and Microsoft Office application suite.
  • Experience within a Multinational company.
  • Fluent in written and spoken English
  • Ability to handle constantly changing flow of Incidents and Service Requests traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Ability to efficiently utilize Microsoft Office applications suite, especially Microsoft Excel and Word for support and documentation.
  • Strong technical knowledge in computer hardware, Windows 10, MS Office 365, MS InTune, Mobile devices such as IPhone and Android devices



Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.


We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


Join Us


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


We take pride in what we do


Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit for more information.

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Contract Type
Expiry Date
03/10/2023 02:43:00
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