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 ...