{"id":2596273,"url":"https://alion.io/job/alpha-data-senior-service-desk-agent","title":"Senior Service Desk Agent","company":{"id":67504,"name":"Alpha Data","domain":"alpha.ae","url":"https://alion.io/company/alpha-ae","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":83000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T06:03:12Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-17T08:47:54Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Senior Service Desk Agent\nWe are seeking an experienced Senior Service Desk Agent to resolve complex technical issues, support and mentor Tier 1 analysts, and ensure high-quality IT service delivery. Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, and networking are essential. ITIL Foundation, fluency in English and Arabic, and a clean police clearance are mandatory. Education-sector experience is an advantage.\nKey Responsibilities:\nResolve escalated and technically complex contacts at first or second touch to maximize first contact resolution.\nProvide floor-level technical guidance and mentoring to Tier 1 Analysts.\nAuthor and maintain knowledge articles for recurring and newly emerging issues.\nHandle VIP-adjacent and politically sensitive contacts routed to the desk.\nSupport major incident information gathering, early triage and impact assessment.\nIdentify problem candidates from repeat contact patterns and raise them into Problem Management.\nSupport quality assurance by reviewing ticket quality and diagnostic completeness.\nAct as technical point of reference during periods without Supervisor cover.\nRequired Technical Skills:\nDeep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.\nNetworking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.\nRemote support and endpoint management tooling.\nStrong knowledge authoring capability.\nITSM platform proficiency.\nBasic PowerShell for diagnostics.\nEducation & Certifications:\nBachelor's degree or diploma in IT or a related discipline.\nMicrosoft certification (MD-102, MS-900 or equivalent) preferred.\nITIL Foundation.\nOther Requirements:\nPrior experience supporting education-sector IT estate is a strong plus. Familiarity with academic-calendar-driven service demand, examination periods, classroom technology and safeguarding obligations will be considered favourably.\nWilling to work rotating shifts including weekends and examination periods.\nClean police clearance and security vetting.\nLanguages:\nBilingual English and Arabic - required.","description_format":"text","description_chars":2069,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Arabic","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Proficiency (C2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-15T07:20:36Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:18","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/alpha-data-senior-service-desk-agent","json_url":"https://alion.io/job/alpha-data-senior-service-desk-agent.json","meta":{"generated_at":"2026-10-17T09:37:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12660,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":67504},"rest":"https://alion.io/mcp/rest/get_company?id=67504"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falpha-data-senior-service-desk-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falpha-data-senior-service-desk-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falpha-data-senior-service-desk-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alpha-data-senior-service-desk-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falpha-data-senior-service-desk-agent"}]}