Onsite IT Service Desk Specialist - User Support & Training

Endava; Fujairah; On-site; AED 67,000 - 100,000; Full time

Job summary

Endava is seeking a Service Desk Analyst Level 1 to be the first point of contact for users in Fujairah, UAE. You will handle incidents, requests, and inquiries, providing frontline support and basic training on application functionalities.

The role requires on-site presence in Fujairah with shift-based hours. You will log issues in ITSM, diagnose routine problems, and escalate complex cases to higher levels while maintaining high user satisfaction.

Qualifications

• Diploma or equivalent qualification in IT or related field.
• Arabic and English speakers required.
• 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.

Responsibilities

• Respond promptly to support requests received via email, phone, or ticketing system.
• Accurately log and categorize incidents and service requests in the ITSM tool.
• Provide initial diagnosis and resolve routine issues using defined procedures.
• Escalate unresolved issues to Level 2/3 support or designated SMEs.
• Monitor ticket queues and follow up on open incidents to ensure timely resolution.
• Assist users with navigating application modules and provide basic how-to support.
• Ensure user satisfaction through clear communication and timely follow-up.
• Support onboarding of new users including account setup and first-level access troubleshooting.

Skills

Incident Management

Customer Service

Communication

Troubleshooting

Documentation

Onboarding Support

Education

IT Diploma

Tools

ITSM Tool

SQL Basics

Azure Portal

Job description

Endava is seeking a Service Desk Analyst Level 1 to be the first point of contact for users in Fujairah, UAE. You will handle incidents, requests, and inquiries, providing frontline support and basic training on application functionalities.

The role requires on-site presence in Fujairah with shift-based hours. You will log issues in ITSM, diagnose routine problems, and escalate complex cases to higher levels while maintaining high user satisfaction.