Job Description

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. Desired Candidate Profile Qualifications 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 Mobile: familiarity with Android OS and iOS, install/remove apps Preferred: 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 Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at #J-18808-Ljbffr