Service Desk Analyst (Level 1) Arabic + English Speakers

Job Overview

Endava is seeking a Service Desk Analyst (Level 1) proficient in Arabic and English to provide frontline support for IT issues and user inquiries in Fujairah. This role involves incident resolution, user training, and ensuring user satisfaction through effective communication and troubleshooting.

Company Overview

Endava is a technology company that combines world-class engineering, industry expertise, and a people-centric mindset to create dynamic platforms and intelligent digital experiences. They partner with leading brands across various industries to drive innovation and transform businesses.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Diploma / Higher Diploma
• Experience: Entry level

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 or Level 3 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.

Requirements

• Diploma or equivalent qualification in IT or related field.
• Minimum 2 years of experience in a technical support or helpdesk environment.
• Knowledge of ITIL processes (especially Incident Management, Request Fulfillment).
• Familiarity with enterprise applications and ticketing systems.
• Outstanding customer service orientation with strong communication skills.
• Ability to analyze and troubleshoot technical issues.

Benefits

• Competitive salary package and company performance bonuses.
• Career coaching and global career opportunities.
• Access to internal development programs for management and technical leadership.
• Hybrid work and flexible working hours.
• Global internal wellbeing program.
• Access to internal tech communities and hobby clubs.