Service Desk Analyst (Level 1) Arabic + English Speakers

Endava Technology
Fujairah
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: certificationSkills: ["Customer service orientation","Communication","Troubleshooting","Analytical thinking","Organizational skills"]

Provide frontline IT service desk support for a client’s platform in Fujairah, handling user inquiries, incident resolution, and service requests via email, phone, and ticketing. Log and categorize issues in an ITSM tool, perform initial diagnosis for routine problems, and escalate complex cases to L2/L3 teams. Support user onboarding, monitor service availability, document solutions in the knowledge base, and create how-to videos embedded in the application.

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FursaFursa
Endava Technology
Endava Technology
13 hours ago

Service Desk Analyst (Level 1) Arabic + English Speakers

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide frontline IT service desk support for a client’s platform in Fujairah, handling user inquiries, incident resolution, and service requests via email, phone, and ticketing. Log and categorize issues in an ITSM tool, perform initial diagnosis for routine problems, and escalate complex cases to L2/L3 teams. Support user onboarding, monitor service availability, document solutions in the knowledge base, and create how-to videos embedded in the application.
Location: Fujairah
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond promptly to support requests via email, phone, or a ticketing system.
  • •Log and categorize incidents and service requests in the ITSM tool.
  • •Perform initial diagnosis and resolve routine issues using defined procedures.
  • •Escalate unresolved issues to Level 2 (Infrastructure) or Level 3 (Application) support teams or SMEs.
  • •Monitor ticket queues, follow up on open incidents, and ensure incidents/requests are owned until resolution.

Pay and Benefits

Perks:Share PlansAnnual BonusWellness Stipend

Key Requirements

  • •Diploma (or equivalent) in IT or a 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, and Problem Management.
  • •Familiarity with enterprise applications and ticketing systems.
Experience:2+ yearsEnterprise applicationsITILHelpdeskService deskTicketing
Education:Certification / Diploma in IT or related field
Skills:Customer service orientationCommunicationTroubleshootingAnalytical thinkingOrganizational skills
Languages:ArabicEnglish
Tech Stack:WindowsLinuxFTPAzure PortalAndroidIOSHTTP 404HTTP 500ITSMSQL

Company Brief

Endava Technology
Provides IT services and digital engineering, delivering software development, automation, and consulting to enterprises across financial services, payments, telecommunications, and retail to accelerate digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2000
WebsiteLinkedIn