IT Service Desk Analyst I — Frontline Support & Training

Endava; Fujairah; On-site; AED 78,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Wellbeing programme

Career development

Training & certifications

Diversity & inclusion

Job summary

Endava in Fujairah, UAE, seeks a Service Desk Analyst (Level 1) to be the first contact for users of the client platform. You will log incidents, provide initial diagnosis, and resolve routine issues following defined procedures.

The role also includes onboarding users, basic troubleshooting, and coordinating with L2/L3 teams. Onsite, shift work, and adherence to security protocols are expected.

Qualifications

• Diploma 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 (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.
• OS: Windows advanced, Linux beginner knowledge; log retrieval from FTP servers.
• Web: browser knowledge; common errors (HTTP 404, 500).
• Mobile: familiarity with Android and iOS apps.

Responsibilities

• Respond promptly to support requests via email, phone, or ticketing system.
• Log and categorize incidents in the ITSM tool.
• Provide initial diagnosis and resolve routine issues per procedures.
• Escalate unresolved issues to Level 2 or 3 support or SMEs.
• Monitor ticket queues and follow up on open incidents.
• Assist users with navigating application modules and basic support.
• Ensure user satisfaction with clear communication and timely follow-up.
• Support onboarding of new users including account setup and access troubleshooting.
• Participate in monitoring service availability and report anomalies.
• Document common issues and solutions in the knowledge base.
• Create work instructions when needed and develop how-to videos for end users.
• Own incidents/requests until resolution; coordinate with L2/L3 teams.

Skills

ITIL processes

Ticketing systems

Customer service

Communication

Troubleshooting

Documentation

Windows OS

Linux basics

Web knowledge

Mobile apps

Shift work

Education

Diploma in IT

Job description

Endava in Fujairah, UAE, seeks a Service Desk Analyst (Level 1) to be the first contact for users of the client platform. You will log incidents, provide initial diagnosis, and resolve routine issues following defined procedures.

The role also includes onboarding users, basic troubleshooting, and coordinating with L2/L3 teams. Onsite, shift work, and adherence to security protocols are expected.