IT Service Management / Service Desk Professional – Dubai, UAE

Company Overview:

A leading enterprise organization in the UAE delivering high-performance digital infrastructure, IT service desk management, and technology solutions across Dubai and the broader United Arab Emirates.

Job Description:

The IT Service Management / Service Desk Professional will oversee incident, request, and service catalog workflows via ServiceNow, driving ITIL-compliant support and technical operations for enterprise systems in Dubai, UAE.

🔹 Key Responsibilities:

• Manage Incident, Service Request, and Service Catalog processes using ServiceNow.
• Handle ticket triage, prioritization, escalation, and SLA management.
• Provide hands-on support for Microsoft Intune device provisioning and troubleshooting.
• Ensure IT Service Management processes align with ITIL best practices.
• Perform root cause analysis and assist in problem resolution.
• Prepare and maintain SOPs, knowledge articles, and process documentation.
• Coordinate with technical teams and business stakeholders for timely issue resolution.
• Deliver high-quality customer service and support enterprise applications, including Oracle Fusion.

🔹 Requirements:

• 8–15 years of experience in IT Service Desk, IT Service Management, or IT Service Delivery.
• Strong hands-on experience with the ServiceNow platform and ITSM processes.
• ITIL Foundation Certification is mandatory.
• Experience with Microsoft Intune and endpoint management.
• Strong understanding of Incident and Service Request Management, SLAs, and escalations.
• ServiceNow or Microsoft 365/Endpoint certifications are advantageous.
• Immediate joiners or candidates with up to 30 days notice period preferred.

What We Offer:

• Opportunity to manage enterprise-scale IT service desk operations in Dubai, UAE.
• Professional environment with cutting-edge cloud and ITSM tooling.
• Competitive monthly salary package.