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 platform for a client in Fujairah. You will provide frontline IT support, resolve incidents, handle service requests and assist users in navigating application modules.

Key responsibilities

• Respond promptly to support requests via email, phone or ticketing system and log them accurately.
• Provide initial diagnosis, resolve routine issues and escalate complex cases to Level 2 or Level 3 teams.
• Monitor ticket queues, follow up on open incidents and ensure timely resolution.
• Assist users with application navigation, onboarding, account setup and first‑level access troubleshooting.
• Document common issues, create work instructions and develop how‑to videos for end users.

Required profile

• Diploma or equivalent qualification in IT or a related field.
• Minimum 2 years experience in a technical support or help‑desk environment.
• Fluent in Arabic and English with strong customer‑service orientation.
• Ability to work shift‑based schedule (Monday‑Sunday) onsite in Fujairah.

Required skills

• Knowledge of ITIL processes (Incident, Request, Change, Problem Management).
• Proficiency with Windows (advanced) and basic Linux command‑line tasks.
• Experience with ticketing systems and enterprise applications.
• Basic Azure Portal usage, SQL query ability and familiarity with Android/iOS mobile OS.

What we offer

• Competitive salary package with share plans and performance awards.
• Career development programmes, global rotations and internal tech communities.
• Access to wellbeing apps, health programmes and diverse community events.