Service Desk Analyst (Level 1)
Endava · Fujairah
On-site · FujairahFull TimeMid LevelCustomer Service
Posted 1 day ago1d agoApply link checked 15 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 15 hours ago
About the role
Responsibilities
- Respond promptly to support requests via email, phone, or ticketing system
- 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 navigation and provide basic how-to support
- Support onboarding of new users including account setup
- Document common issues and solutions in the knowledge base
- Develop and update how-to videos for end users
- Own incidents and requests until resolution
Requirements
- 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
- Familiarity with enterprise applications and ticketing systems
- Windows advanced knowledge, Linux beginner knowledge
- Ability to work in a shift-based environment
Preferred Qualifications
- Exposure in logistics environments
- Experience with low level application development
- Basic Azure Portal knowledge
- Basic SQL knowledge
About the Company
Endava is a global technology consultancy that harnesses technology to drive meaningful change through world-class engineering and industry expertise.
What we look for
- Diploma in IT or related field
- Arabic and English proficiency
- Minimum 2 years technical support experience
- Knowledge of ITIL processes
- Windows advanced knowledge
- Linux beginner knowledge
- Mobile OS familiarity
SQLLinuxWindowsITIL
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