Service Desk Analyst (Level 1) Arabic + English Speakers

About the role

The Service Desk Analyst (Level 1) is the first point of contact for users of Endava’s client platform in Fujairah. You will provide frontline IT support, resolve incidents, answer user inquiries and assist with onboarding, ensuring smooth operations and high user satisfaction.

Key responsibilities

• Respond promptly to support requests via email, phone or ticketing system and log them in the ITSM tool.
• Diagnose and resolve routine incidents, escalating complex cases to Level 2 or Level 3 teams.
• Monitor ticket queues, follow‑up on open incidents and ensure timely closure.
• Assist users with navigation of application modules and create basic how‑to documentation and videos.
• Support onboarding of new users, including account setup and first‑level access troubleshooting.
• Participate in service availability monitoring and report anomalies.

Required profile

• Diploma or equivalent qualification in IT or a related field.
• Minimum 2 years experience in a technical support or helpdesk environment.
• Fluent in Arabic and English.
• Knowledge of ITIL processes (Incident, Request, Change, Problem Management).
• Ability to work in shift‑based schedule (Monday‑Sunday).

Required skills

• Proficiency with ITSM and ticketing tools.
• Advanced Windows OS knowledge; basic Linux command‑line skills.
• Understanding of web browsers, HTTP error codes, cache and cookies.
• Familiarity with Android and iOS mobile operating systems.
• Basic Azure Portal usage (start/stop resources, view logs).
• Fundamental SQL querying and database table concepts.

What we offer

• Competitive salary package with share plans and referral bonuses.
• Career coaching, global mobility opportunities and internal development programmes.
• Access to training, certifications, online learning platforms and workshops.
• Global wellbeing programme and wellbeing apps.
• Inclusive community groups, hobby clubs and diversity initiatives.