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 queries 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 following defined procedures; 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 navigating application modules and create how‑to videos embedded in the application.
• Support onboarding of new users, including account setup and first‑level access troubleshooting.
• Document common issues and solutions in the knowledge base and create work instructions when missing.

Required profile

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

Required skills

• Windows operating system – advanced.
• Linux operating system – beginner.
• Web browsers – understanding of HTTP 404/500 errors, cache and cookies.
• Android and iOS mobile platforms – install/remove apps.
• Azure Portal – basic resource start/stop and log retrieval.
• SQL – ability to run basic queries on database tables.
• ITSM ticketing tools and ITIL incident management.
• FTP – download logs and list files/folders.

What we offer

• Competitive salary package and share plans.
• Career coaching, global mobility and internal development programmes.
• Access to wellbeing apps and internal wellbeing programme.
• Participation in tech communities, training, certifications and conferences.
• Inclusive and diverse workplace culture.