IT Support Analyst

About the Role

We are seeking a highly skilled and empathetic IT Support Analyst to manage IT operations, provide exceptional employee support, and lead the coordination of critical technical projects. This role directly reports into the IT Business Partner. This role requires strong communication skills, a proactive attitude, and the ability to resolve issues efficiently while maintaining a collaborative and empathetic approach.

• Employee Support: Serve as the first point of contact for employees, assisting with AV equipment, laptops, mobile apps, and service desk issues.
• Hardware and Device Management: Oversee laptops, hardware setup, maintenance, and warranties, and manage the HQ-approved hardware list.
• Infrastructure Maintenance: Coordinate VPN/firewall updates and ensure smooth Wi-Fi and meeting room equipment functionality.
• IT Security & Audit Participation: Collaborate on IT security initiatives and participate in audits and training sessions.
• Vendor Coordination & Process Adoption: Manage vendor, checks, payments, and onboarding processes.
• Project Management: Handle small IT-related projects for retail and e-commerce, addressing capacity risks.
• Asset and License Management: Track IT assets in the Dubai office and ensure timely license purchases and renewals.
• Branch Office Coordination: Support branch offices with IT needs, collaborating with local admins.
• Support IT team with other operational tasks.

Qualifications & Experience Required

Education, Master, other certification:

• Bachelors’ degree in a relevant field

Experience (years):

• Minimum of 1 to 4 years of experience in the same role in the region
• Experience of fast paced, matrix & multinational environment.

Technical Skills:

• Proven experience in IT support and technical troubleshooting.
• Proficiency in IT security protocols and vendor coordination.
• Experience with IT project management tools and methodologies is a plus. 

Languages Skills:

• Fluent English

Soft/Behavioral Skills:

• Excellent communication and interpersonal skills to handle employee concerns empathetically and effectively.
• Strong organizational and time management abilities to handle multiple high-priority tasks simultaneously.
• Proficiency in IT security protocols and vendor coordination.
• Experience with IT project management tools and methodologies is a plus.