Service Desk Analyst (Level 1) Arabic + English Speakers
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| Company Name | Endava |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Fujairah, Fujairah Emirate, United Arab Emirates |
| Qualifications | Technical Diploma / Polytechnic |
| Experience | 2 Year+ |
Job Overview
Endava is seeking a Service Desk Analyst (Level 1) who is proficient in both Arabic and English to provide frontline support for IT issues for a client in Fujairah. This role involves incident resolution, handling user inquiries, and fulfilling service requests to ensure user satisfaction and seamless operations. The analyst will also support and train end users on application functionalities.
Company Overview
Endava is a technology company with over two decades of experience in harnessing technology to drive meaningful change. Combining world-class engineering, industry expertise, and a people-centric mindset, Endava partners with leading brands across various industries to create dynamic platforms and intelligent digital experiences that transform businesses.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: Technical Diploma
- Experience: 2 Year+
Key Responsibilities
- Respond promptly to support requests 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 a related field.
- Minimum 2 years of experience in a technical support or helpdesk environment.
- Knowledge of ITIL processes, especially Incident Management, Request Fulfilment, Change Management, and Problem Management.
- 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, share plan, and company performance bonuses.
- Career coaching and global career opportunities.
- Internal development programmes for management and technical leadership.
- Hybrid work and flexible working hours.
- Access to wellbeing apps.
- Participation in global internal tech communities and hobby clubs.