Service Desk Analyst (Level 1)

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

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

• 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 Infrastructure or Level 3 Application support teams 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
• Participate in routine monitoring of service availability and report anomalies
• Document common issues and solutions in the knowledge base
• Initiate the creation of work instructions when these are missing
• Develop and update how-to videos which will be embedded into the application for end users
• Own up Incidents and Requests until resolution
• Ensure coordination with L2 L3 staff for timely resolution

Working Conditions

Onsite role based in Fujairah UAE 100 office attendance Shift work is required Team working hours Monday-Friday 8 00-18 00 and Saturday-Sunday 8 00-14 00 UAE local time Adherence to security and confidentiality protocols OS Windows - advanced Linux - beginner operating system knowledge list folders files download logs from FTP serversWeb browsers knowledge common errors HTTP 404 500 cache cookiesMobile 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 logsDatabases basic knowledge on Database tables ability to perform basic SQL queries

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.