De La Rue is hiring a Helpdesk Analyst for its Dubai office. This hybrid, full-time role involves providing 1st line IT support to internal and external customers. As the first point of contact, the analyst will manage incidents, resolve service requests, and maintain accurate records, ensuring compliance with SLAs. This position requires strong communication skills in both Arabic and English, excellent customer service orientation, and basic technical knowledge within an ITIL framework.

Key Responsibilities:

• Serve as the single point of contact for customer IT engagement.

• Log, prioritize, and resolve service requests and incidents using ITSM tools.

• Provide First Time Fixes and escalate issues when necessary.

• Monitor incident trends and assist with root cause analysis.

• Deliver user training during onboarding and promote best practices.

• Create and maintain knowledge base articles, SOPs, and reports.

• Perform order entry and manage data sets for analysis and reporting.

• Ensure customer orders are processed according to defined procedures.

Skills, Qualifications & Experience:

• Fluency in Arabic and English (verbal and written) is essential.

• Strong customer service skills and a positive, proactive attitude.

• Familiarity with ITIL v4 or working in an ITIL-based environment preferred.

• Experience with ITSM tools (e.g., ServiceNow, Remedy) is desirable.

• Knowledge of data visualization tools (e.g., Power BI, Tableau) is a plus.

• Familiarity with Microsoft Active Directory and network monitoring tools.

• Proficient in Microsoft Office (2007 or later).

• Experience with order entry systems or SAP is beneficial.

• Attention to detail and ability to follow strict procedures consistently.

About the Company:
De La Rue secures trust for governments, central banks, and global brands by offering secure physical and digital solutions. With operations in over 140 countries, De La Rue protects economies, supply chains, and reputations through currency design, product authentication, and advanced digital systems.

Job Type: Permanent, Full-Time
Work Arrangement: Hybrid
Location: Dubai, UAE

Benefits:

• Hybrid working options

• Generous leave policies

• Life assurance (4x salary)

• Health insurance

• Employee Assistance Programs

• Enhanced family-friendly policies