Service Desk Analyst

Remote DXB; Fujairah; On-site; AED 78,000 - 134,000; Full time

Job summary

Endava is seeking a helpdesk support specialist in Fujairah, UAE. You will respond to user requests via email, phone or tickets, diagnose routine issues, and log them in the ITSM system.

You will escalate complex problems to Level 2/3, monitor queues, assist with application modules, onboard new users, and contribute to the knowledge base with solutions and how-to videos.

Qualifications

• Diploma or equivalent qualification in IT or related field.
• Minimum 2 years of experience in technical support or helpdesk environment.
• Knowledge of ITIL processes (Incident, Request, Change, and Problem Management).
• Advanced Windows and beginner Linux OS knowledge.
• Familiarity with web browsers, common HTTP errors, and mobile OS (Android/iOS).

Responsibilities

• Respond to support requests via email, phone, or ticketing systems.
• Log and categorize incidents and service requests in the ITSM tool.
• Provide initial diagnosis and resolve routine issues.
• Escalate unresolved issues to Level 2 or Level 3 support teams.
• Monitor ticket queues and follow up on open incidents.
• Assist users with application modules and provide basic how-to support.
• Support onboarding of new users and account setup.
• Document common issues and solutions in the knowledge base.
• Develop and update how-to videos for end users.

Skills

Strong customer service orientation

Communication skills

ITIL processes knowledge

Advanced Windows

Linux OS knowledge (beginner)

Education

Diploma or equivalent qualification in IT or related field

Tools

Azure Portal

SQL queries

Job description

Responsibilities

• Respond to support requests via email, phone, or ticketing systems
• Log and categorize incidents and service requests in the ITSM tool
• Provide initial diagnosis and resolve routine issues
• Escalate unresolved issues to Level 2 or Level 3 support teams
• Monitor ticket queues and follow up on open incidents
• Assist users with application modules and provide basic how-to support
• Support onboarding of new users and account setup
• Document common issues and solutions in the knowledge base
• Develop and update how-to videos for end users

Requirements

• Diploma or equivalent qualification in IT or related field
• Minimum 2 years of experience in technical support or helpdesk environment
• Knowledge of ITIL processes (Incident, Request, Change, and Problem Management)
• Advanced Windows and beginner Linux OS knowledge
• Familiarity with web browsers, common HTTP errors, and mobile OS (Android/iOS)
• Strong customer service orientation and communication skills

Preferred Qualifications

• Exposure to logistics environments
• Experience with low-level application development
• Basic Azure Portal knowledge
• Basic SQL query knowledge

About the Company

Endava combines world-class engineering and industry expertise to partner with leading brands in creating dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.