Service Desk Analyst
Endava · Fujairah
On-site · FujairahFull TimeMid LevelCustomer Service
Posted 1 day ago1d agoApply link checked 8 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates · Fujairah
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Fujairah · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 8 hours ago
About the role
Responsibilities
- Respond to support requests via email, phone, or ticketing systems
- Log and categorize incidents and service requests in the ITSM tool
- Provide initial diagnosis and resolve routine issues
- Escalate unresolved issues to Level 2 or Level 3 support teams
- Monitor ticket queues and follow up on open incidents
- Assist users with application modules and provide basic how-to support
- Support onboarding of new users and account setup
- Document common issues and solutions in the knowledge base
- Develop and update how-to videos for end users
Requirements
- Diploma or equivalent qualification in IT or related field
- Minimum 2 years of experience in technical support or helpdesk environment
- Knowledge of ITIL processes (Incident, Request, Change, and Problem Management)
- Advanced Windows and beginner Linux OS knowledge
- Familiarity with web browsers, common HTTP errors, and mobile OS (Android/iOS)
- Strong customer service orientation and communication skills
Preferred Qualifications
- Exposure to logistics environments
- Experience with low-level application development
- Basic Azure Portal knowledge
- Basic SQL query knowledge
About the Company
Endava combines world-class engineering and industry expertise to partner with leading brands in creating dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
What we look for
- Diploma in IT or related field
- Arabic and English fluency
- ITIL process knowledge
- Windows advanced knowledge
- Linux beginner knowledge
- Web browser and HTTP error knowledge
- Android and iOS familiarity
SQLLinuxAzureWindowsITIL
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EndavaFujairah
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