Service Desk Analyst (Level 1) Arabic + English Speakers

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

Job summary

Endava is seeking a Service Desk Analyst (Level 1) to provide frontline support for IT issues in Fujairah. The role involves troubleshooting, user training, and ensuring user satisfaction through effective communication. Candidates should have a diploma in IT and at least 2 years of experience in a technical support environment.

Benefits

Competitive salary package

Career coaching and development programs

Flexible hours and hybrid work

Wellbeing programs and access to apps

Qualifications

• Minimum 2 years of experience in technical support or helpdesk.
• Knowledge of ITIL processes.
• Ability to analyze and troubleshoot technical issues.

Responsibilities

• Provide frontline support for IT issues and incident resolution.
• Log and categorize incidents in the ITSM tool.
• Assist users with application functionalities.

Skills

Customer Service Orientation

Communication Skills

Troubleshooting

Organization

Detail-oriented

Education

Diploma or equivalent qualification in IT

Tools

ITSM Tool

Windows OS

Linux

Azure Portal

SQL

Job description

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise, and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

The Service Desk Analyst (Level 1) is the first point of contact for users working with the platform developed by Endava for a client in Fujairah. They provide frontline support for IT issues, incident resolution, user inquiries, and service requests, ensuring efficient problem-solving, user satisfaction, and seamless operations through effective communication and troubleshooting.

The role also entails supporting and training end users in understanding the application functionalities.

Key Responsibilities

1. Respond promptly to support requests received via email, phone, or ticketing system.
2. Accurately log and categorize incidents and service requests in the ITSM tool.
3. Provide initial diagnosis and resolve routine issues using defined procedures.
4. Escalate unresolved issues to Level 2 (Infrastructure) or Level 3 (Application) support teams or designated SMEs.
5. Monitor ticket queues and follow up on open incidents to ensure timely resolution.
6. Assist users with navigating application modules and provide basic support.
7. Ensure user satisfaction through clear communication and timely follow-up.
8. Support onboarding of new users including account setup and first-level access troubleshooting.
9. Participate in routine monitoring of service availability and report anomalies.
10. Document common issues and solutions in the knowledge base.
11. Initiate the creation of work instructions when these are missing.
12. Develop and update how-to videos which will be embedded into the application for end users.
13. Own incidents and requests until resolution, coordinating with L2/L3 staff for timely resolution.

Working Conditions

1. Onsite role based in Fujairah (UAE), 100% office attendance.
2. Shift work is required. Team working hours Monday-Friday 8:00-18:00 and Saturday-Sunday 8:00-14:00 UAE local time.
3. Adherence to security and confidentiality protocols.

Qualifications

Required:

• Diploma or equivalent qualification in IT or related field.
• Arabic and English speakers.
• Minimum 2 years of experience in a technical support or helpdesk environment.
• Knowledge of ITIL processes (especially Incident Management, Request Fulfilment, Change Management, Problem Management).
• Familiarity with enterprise applications and ticketing systems.
• Outstanding customer service orientation with strong communication skills.
• Ability to analyze and troubleshoot technical issues.
• Organized and methodical approach to ticket handling.
• Ability to work effectively under supervision in a shift-based environment (Monday to Sunday, on shifts).
• Detail-oriented with good record-keeping and documentation habits.
• OS: Windows (advanced), Linux (beginner); ability to list folders/files, download logs from FTP servers.
• Web: browsers knowledge, common errors (HTTP 404, 500), cache, cookies.
• Mobile: familiarity with Android OS and iOS, install/remove apps.

Preferred:

• Exposure in logistics environments.
• Experience with low-level application development.
• Cloud: basic Azure Portal knowledge, start/stop resources, view/download logs.
• Databases: basic knowledge on database tables, ability to perform basic SQL queries.

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, recognition awards, referral bonus.
• Career Development: Career coaching, global opportunities, internal development programmes.
• Learning Opportunities: Complex projects, rotations, training, certifications, coaching, online platforms, workshops, conferences.
• Work-Life Balance: Hybrid work, flexible hours, employee assistance program.
• Health: Wellbeing programs, access to wellbeing apps.
• Community: Tech communities, hobby groups, inclusion and diversity programs, events.

Endava is committed to an inclusive environment. We welcome applications from all backgrounds and perspectives. If you need adjustments during recruitment, let us know.