Bilingual Service Desk Analyst – Arabic & English

Endava; Fujairah City; On-site; AED 60,000 - 120,000; Full time

Job summary

Endava in the United Arab Emirates is seeking a Service Desk Analyst (Level 1) to be the first point of contact for users on the Fujairah platform. You will provide frontline IT support, resolve incidents, and handle service requests with clear communication and troubleshooting.

In this onsite role based in Fujairah, you will guide end users through application functionalities, assist with onboarding, and coordinate with Level 2/3 teams as needed.

Qualifications

• Diploma or equivalent qualification in IT or related field.
• Arabic and English language proficiency.
• Minimum 2 years in technical support or helpdesk.
• Familiarity with ITIL processes and ticketing systems.

Responsibilities

• Log and categorize incidents and service requests in the ITSM tool.
• Provide initial diagnosis and resolve routine issues per procedures.
• Escalate complex issues to Level 2 or 3 support.
• Assist users with navigating application modules and onboarding.
• Document common issues and update knowledge base.
• Maintain service quality and user satisfaction through timely follow-up.

Skills

Arabic language

English language

Customer service

Communication

Troubleshooting

ITIL knowledge

Ticketing systems

Shift-based work

Documentation

Education

Diploma in IT

Job description

Endava in the United Arab Emirates is seeking a Service Desk Analyst (Level 1) to be the first point of contact for users on the Fujairah platform. You will provide frontline IT support, resolve incidents, and handle service requests with clear communication and troubleshooting.

In this onsite role based in Fujairah, you will guide end users through application functionalities, assist with onboarding, and coordinate with Level 2/3 teams as needed.