IT Service Delivery Analyst

Role overview

This position is focused on delivering dependable first-response IT assistance, keeping the technology environment secure and stable, and improving how effectively employees use IT services across the organization. It is a practical, people-oriented role that combines technical troubleshooting with clear communication and day-to-day support for users.

Core responsibilities

• Act as the first point of contact for issues involving hardware, software, and network connectivity, including laptops, desktops, mobile devices, printers, and related accessories.
• Diagnose and fix problems linked to Windows operating systems, Microsoft Office, DNS, DHCP, and TCP/IP.
• Handle incoming service requests using ITIL-based service management methods and workflows.
• Keep IT equipment and asset documentation accurate and up to date.
• Work with other teams to identify repeated problems and put durable solutions in place.
• Assist with IT onboarding activities and encourage adoption of workplace technology tools.
• Keep learning and upgrading skills to stay aligned with changing technologies.

Experience and profile required

• At least 7 years of experience in IT support or service delivery.
• Strong practical knowledge of Windows environments, Microsoft Office, and core networking concepts.
• Hands-on exposure to ITSM systems and ITIL-based practices; ITIL certification or equivalent working knowledge is required.
• Professional certifications such as CCNA, MCP, MCSA, MCITP, or MCSE are strongly preferred.
• Prior work experience in the UAE is mandatory.
• Excellent verbal and written communication abilities, along with a strong customer-service approach.
• Ability to manage several priorities at once under pressure while staying organized and detail-focused.

Preferred background

• A bachelor's degree in Computer Science, Information Technology, Networking, or a related discipline is a plus.
• Arabic language ability is desirable.
• A valid UAE driving licence is an advantage.
• Experience in the F&B or retail sector is preferred.
• Exposure to GCC, Egypt, or Morocco markets is a plus.
• Immediate joining is preferred.

Why this role stands out

You will be part of a collaborative environment that values technical quality, continuous improvement, and teamwork. If you enjoy keeping systems running smoothly, supporting people effectively, and building your expertise, this role offers a strong fit.