Deskside Technical Support Analyst | Information Technology

About Us

Grant Thornton UAE is a leading professional services firm, providing audit and assurance, tax and advisory services across multiple industries. We have served public and private sector clients in the United Arab Emirates (UAE) for almost 60 years and are committed to delivering quality and excellence driven by fresh thinking, diverse perspectives and a personalised approach. Grant Thornton UAE is part of a global network of independent firms with over 76,000 professionals across 150 markets.

We're driven by a purpose of shaping the world we live in, grounded in trust, integrity and the belief that dynamic businesses and thriving communities go hand in hand. By living our purpose and focusing on quality in everything we do, we strive to be the go-to firm for growth. 

At Grant Thornton UAE, our people drive our impact. With over 50 nationalities represented across our teams, we’re proud to foster a culture that celebrates diversity, empowers individuals and delivers meaningful outcomes for our clients and communities. Our unique environment combines the opportunities of a major global organisation with the connection and collaboration of a close‑knit firm.

Here, you can widen your opportunities. Be inspired. Be challenged. Be yourself. Here, you can. 

Service Line Overview

Internal Client Services (ICS) is the operational backbone of the firm, providing the essential internal support that enables all client‑facing service lines to deliver high‑quality work. ICS brings together key enabling functions—including IT, Finance, People & Culture, HR Operations, Marketing, and other critical internal teams—to ensure the firm runs efficiently, compliantly, and at scale. 

Role Overview

The Deskside IT Support Specialist provides day-to-day technical support to employees and ensures reliable operation of end-user devices, applications, and IT services. The role manages IT support tickets, employee onboarding and offboarding, system support, device compliance, technical troubleshooting, and IT assets in accordance with company IT and information security policies

Key Responsibilities

IT Service Desk and Ticket Management

• Manage and resolve IT incidents and service requests through the organization's IT ticketing system
• Troubleshoot laptops, desktops, printers, mobile devices, applications, network connectivity, VPN, Wi-Fi, and peripherals
• Prioritize tickets based on impact and urgency and resolve them within agreed service-level targets
• Escalate complex infrastructure, application, network, or security issues to the appropriate technical teams
• Maintain accurate troubleshooting notes, user communication, and resolution details within tickets
• Identify recurring incidents and contribute to knowledge-base articles and permanent fixes

New User Onboarding

• Prepare laptops, accessories, and required IT equipment for new employees
• Create or coordinate user access to approved systems and applications based on authorized requests
• Configure Microsoft 365 services, including Outlook, Teams, OneDrive, and other corporate applications
• Ensure devices are enrolled, patched, encrypted, secured, and compliant before issuance
• Assign approved software according to the employee's role and provide basic IT orientation covering MFA, passwords, security, and acceptable use

User Offboarding

• Process employee offboarding requests according to established procedures and approved timelines
• Disable or coordinate the removal of user accounts, application access, VPN, and remote-access permissions
• Coordinate the return of laptops, accessories, and other company IT assets
• Ensure corporate data is preserved, transferred, or retained in accordance with company policy
• Maintain records and evidence of completed offboarding activities

Endpoint and Device Compliance

• Monitor corporate devices for compliance with company security policies using Microsoft Intune and related endpoint-management technologies
• Verify encryption, security updates, endpoint protection, compliance policies, and required applications
• Troubleshoot non-compliant devices and complete or coordinate remediation
• Support Microsoft Defender for Endpoint, BitLocker, Windows Update, and endpoint security controls where applicable
• Coordinate remediation of endpoint vulnerabilities identified through approved security platforms

System and Application Support

• Provide support for Microsoft Windows 11, Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
• Troubleshoot application installation, configuration, authentication, licensing, and performance issues
• Support MFA, password resets, account lockouts, and access-related incidents
• Assist with Active Directory and Microsoft Entra ID user and device issues within assigned administrative privileges
• Support corporate printers, meeting-room equipment, peripherals, and approved business applications

Troubleshooting and Technical Support

• Diagnose hardware, software, operating system, network, and application issues
• Troubleshoot LAN, Wi-Fi, VPN, DNS, authentication, and general connectivity problems
• Perform hardware diagnostics and coordinate repairs or warranty replacements
• Provide remote and onsite support and investigate root causes of recurring incidents

IT Asset Management

• Maintain accurate records of laptops, desktops, monitors, mobile devices, accessories, and other IT assets.
• Track equipment assignment and return throughout the employee lifecycle
• Coordinate procurement, warranty claims, repairs, replacements, and secure retirement or disposal of IT equipment

Security and Compliance

• Follow company information security policies and IT operating procedures
• Escalate suspected phishing, malware, compromised accounts, data-security incidents, and other cybersecurity concerns
• Assist with audit and compliance evidence relating to endpoint management, IT assets, user access, onboarding, offboarding, and support activities
• Maintain confidentiality when handling employee, client, and corporate information

Success Criteria

• Strong troubleshooting and analytical skills
• Clear written and verbal communication with a customer-focused approach
• Ability to prioritize multiple incidents and service requests
• Strong attention to detail, particularly for access management and device compliance
• Ability to document technical issues and solutions clearly
• Ability to work independently while escalating higher-risk technical or security issues appropriately
• Understanding confidentiality and information security requirements

Technical Skills

• Windows 10/11 administration and troubleshooting
• Microsoft 365, Outlook, Teams, OneDrive, and SharePoint support
• Microsoft Intune and endpoint/device compliance
• Microsoft Entra ID and Active Directory fundamentals
• MFA, identity, and user authentication support
• Microsoft Defender for Endpoint, BitLocker, and endpoint security
• Laptop, desktop, printer, and peripheral troubleshooting
• TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN fundamentals
• IT service-management ticketing systems, remote support tools, and asset management

Our Values

We’re looking for people who connect with and live our CLEARR values. These values shape how we work with our clients, support one another and contribute to the communities we serve.

· Collaboration – Ask for help, give help – we work well together

· Leadership – Have courage and inspire others – we challenge each other to be the best we can be

· Excellence – Find a better way every time – we never get complacent

· Agility – Think broadly, act quickly – we thrive in change

· Responsibility – Use influence wisely – we own our actions

· Respect – Listen and understand, be forthright – we create honest relationships

Our Benefits

We offer a competitive compensation package, flexible work arrangements, professional development support, and a range of wellbeing and community initiatives—designed to help you thrive personally and professionally.