End User Support Senior Specialist – Majid Al Futtaim

This End User Support Senior Specialist role sits within Majid Al Futtaim’s IT function in Dubai, supporting the technology experience of employees across the group’s diversified business, which spans retail, entertainment, and real estate. As a senior specialist, this role goes beyond first-line helpdesk tickets, carrying responsibility for more complex end-user support issues, mentoring junior support staff, and improving the processes behind how IT support is delivered across the organization.

Day to day, this means resolving escalated hardware, software, and connectivity issues that frontline support couldn’t close, maintaining and improving IT asset and ticketing systems, supporting onboarding and offboarding processes from an IT equipment and access perspective, and acting as an escalation point when something affects a broader group of users rather than a single individual. Senior specialists in end-user support also typically contribute to documentation, knowledge-base content, and the training of newer support staff.

This suits an IT support professional with genuine depth, not just ticket-closing experience, but the technical range to diagnose trickier issues, the communication skills to explain technical problems clearly to non-technical staff, and enough maturity to mentor others and improve processes rather than just working through a queue. Experience within a large, multi-business organization is a real advantage given the variety of systems and user needs involved.

For an IT support professional looking to move from general helpdesk work toward a more senior, process-oriented support specialism, this role at a large, diversified group like Majid Al Futtaim offers meaningful scope and a credible step toward IT service management or team leadership roles.

Every employee across Majid Al Futtaim's retail, entertainment, and real estate businesses depends on working technology to do their job, and when that technology fails, lost productivity and frustration accumulate quickly across a workforce of this size. The End User Support Senior Specialist is the person who absorbs the harder problems that frontline support couldn't resolve, which means this role directly protects productivity across whichever part of the business is affected at any given time. Beyond individual issue resolution, this role's contribution to process improvement and documentation has a multiplying effect, a well-maintained knowledge base or a smarter escalation process reduces resolution time for every future ticket of that type, not just the one in front of this person right now. In a diversified group spanning multiple business lines with different operational rhythms, retail stores, entertainment venues, and corporate offices, reliable IT support is also part of what keeps daily operations running smoothly enough that the business itself never has to think about its technology, which is precisely the point of a strong support function.

Moving into a senior end-user support role is a meaningful step up from general helpdesk work, and doing so within an organization as large and operationally diverse as Majid Al Futtaim means exposure to a genuinely broad range of systems, user needs, and business contexts, retail, entertainment, and real estate all have different technology demands, which builds a breadth of troubleshooting experience that a single-industry employer typically cannot offer. The mentoring and process-improvement responsibilities that come with the senior title also build skills beyond pure technical troubleshooting, communication, documentation, and process thinking, that are exactly what's needed to move further into IT service management, team leadership, or IT operations roles. Working inside a large group's IT function also provides visibility into how enterprise-scale IT support actually operates, ticketing systems, service level agreements, asset management, and escalation frameworks, which is valuable experience for anyone aiming at a more senior IT operations career regardless of industry. For an IT support professional who has outgrown general helpdesk work but isn't ready to leave hands-on technical problem-solving behind entirely, this role offers a credible middle step, real seniority and process ownership, while still staying close to the technical troubleshooting that drew many people into IT support in the first place.

• Several years of experience in IT end-user or desktop support, with demonstrated ability to handle escalated or complex issues
• Strong technical troubleshooting skills across hardware, software, and basic network connectivity issues
• Experience with IT service management or ticketing systems, and comfort maintaining IT asset records
• Clear communication skills for explaining technical issues to non-technical staff across a large organization
• Experience mentoring or supporting junior IT support staff is an advantage
• Familiarity with onboarding and offboarding processes from an IT equipment and access perspective
• Relevant IT certifications (such as ITIL foundations or vendor-specific certifications) are a plus