The Service Desk Analyst (Level 1) is the first point of contact for users working with the platform developed by Endava for a client in Fujairah. They provide frontline support for IT issues, incident resolution, user inquiries, and service requests, ensuring efficient problem-solving, user satisfaction, and seamless operations through effective communication and troubleshooting.
The role also entails supporting and training end users in understanding the application functionalities.
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 (Infrastructure) or Level 3 (Application) 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.
- Ensure user satisfaction through clear communication and timely follow-up.
- Support onboarding of new users including account setup and first-level access troubleshooting.
- Participate in routine monitoring of service availability and report anomalies.
- Document common issues and solutions in the knowledge base.
- Initiate the creation of work instructions when these are missing.
- Develop and update how-to videos which will be embedded into the application for end users.
- Own up Incidents and Requests until resolution. Ensure coordination with L2/L3 staff for timely resolution.
Working Conditions
- Onsite role based in Fujairah (UAE), 100% office attendance.
- Shift work is required. Team working hours Monday-Friday 8:00-18:00 and Saturday-Sunday 8:00-14:00 UAE local time.
- Adherence to security and confidentiality protocols.
Required:
- Diploma or equivalent qualification in IT or related field.
- Arabic and English speakers
- Minimum 2 years of experience in a technical support or helpdesk environment.
- Knowledge of ITIL processes (especially Incident Management, Request Fulfilment, Change Management, Problem Management).
- Familiarity with enterprise applications and ticketing systems.
- Outstanding customer service orientation with strong communication skills.
- Ability to analyze and troubleshoot technical issues.
- Organized and methodical approach to ticket handling.
- Ability to work effectively under supervision in a shift-based environment (Monday to Sunday, on shifts).
- Detail-oriented with good record-keeping and documentation habits.
- OS: Windows - advanced, Linux - beginner operating system knowledge, list folders/files, download logs from FTP servers
- Web: browsers knowledge, common errors (HTTP 404, 500), cache, cookies
- Mobile: familiarity with Android OS and iOS, install/remove apps
Preferred:
- Exposure in logistics environments.
- Experience with low level application development.
- Cloud: basic Azure Portal knowledge, start/stop resources, view/download logs
- Databases: basic knowledge on Database tables, ability to perform basic SQL queries
Discover some of the global benefits that empower our people to become the best version of themselves:
- Finance: Competitive salary package, share plans, value-based recognition awards, referral bonus.
- Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
- Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
- Health: Global internal wellbeing programme, access to wellbeing apps;
- Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.
At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.