Overview
Desk Analyst Jobs in Dubai, UAE at Ennovatech Solutions FZ LLC
Position: Support Desk Analyst
As a Support Desk Analyst specializing in Application Support with 24×7 coverage, you will be responsible for providing technical assistance, troubleshooting, and issue resolution to end-users and clients utilizing our applications. The role involves working in a
dynamic environment
where you will be part of a team ensuring the continuous availability and optimal performance of critical applications.
Key Responsibilities:
Incident Resolution:
Respond to and resolve application-related incidents and service requests promptly.
Utilize a ticketing system to log, track, and document all support interactions.
Application Monitoring:
Monitor the performance and health of applications to proactively identify potential issues.
Collaborate with other teams to address underlying infrastructure problems affecting application performance.
Troubleshooting:
Investigate, diagnose, and resolve technical issues reported by end-users or automated monitoring systems.
Collaborate with development teams to escalate and resolve complex technical problems.
Communication
:
Provide clear and concise
communication
to end-users and stakeholders regarding incident status, progress, and resolution.
Participate in regular status meetings and provide updates on ongoing issues.
Documentation:
Create and maintain documentation related to known issues, solutions, and troubleshooting procedures.
Contribute to the development of knowledge base articles for both internal and external use.
24×7 Support:
Participate in a rotating on-call schedule to provide 24×7 coverage for critical application support.
Respond to after-hours incidents and emergencies as required.
Work closely with
cross-functional teams
, including developers, system administrators, and
quality assurance
, to ensure efficient issue resolution.
Collaborate with third-party vendors for issue escalation and resolution.
User Training:
Assist in creating and delivering training materials for end-users to enhance their understanding of application functionality and usage.
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or related field.
Proven experience in application support or a related technical support role.
Strong knowledge of troubleshooting methodologies and technical
problem-solving skills
.
Familiarity with ITIL processes, especially incident and problem management.
Excellent
communication
and interpersonal skills.
Ability to work independently and collaboratively in a
fast-paced environment
.
Knowledge of scripting and automation tools is a plus.
Working Conditions:
This role requires
flexibility
in working hours to accommodate a 24×7 support model, including participation in an on-call rotation. The ability to work under pressure and meet tight deadlines is essential.
If you thrive in a
dynamic environment
, enjoy solving complex
technical challenges
, and are passionate about ensuring the availability and reliability of critical applications, we invite you to apply for this
exciting
opportunity.
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Title: Desk Analyst
Company: Ennovatech Solutions FZ LLC
Location: Dubai, UAE
Category: IT/Tech (IT Support, Technical Support, Systems Administrator, HelpDesk/Support)
