About the Role
The Service Desk Analyst (Level 1) serves as the first point of contact for users working with the platform developed for a client in Fujairah. This role involves providing frontline support for IT issues, ensuring efficient problem-solving, user satisfaction, and seamless operations through effective communication and troubleshooting. Additionally, the analyst will support and train end users in understanding the application functionalities.
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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 missing.
- Develop and update how-to videos to be embedded into the application for end users.
- Own up incidents and requests until resolution, coordinating with L2/L3 staff for timely resolution.
Working Conditions
- Onsite role based in Fujairah (UAE), 100% office attendance required.
- Shift work is mandatory with team working hours Monday-Friday 8:00-18:00 and Saturday-Sunday 8:00-14:00 UAE local time.
- Adhere to security and confidentiality protocols.
Qualifications
Required:
- Diploma or equivalent qualification in IT or a related field.
- Proficiency in Arabic and English.
- 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.
- Effective under supervision in a shift-based environment (Monday to Sunday, on shifts).
- Detail-oriented with good record-keeping and documentation habits.
- OS: Advanced knowledge of Windows, beginner level on Linux (able to list folders/files, download logs from FTP servers).
- Web: Familiarity with common browser errors (HTTP 404, 500), cache, and cookies.
- Mobile: Knowledge of Android OS and iOS, able to install/remove apps.
Preferred:
- Exposure to logistics environments.
- Experience with low-level application development.
- Cloud: Basic knowledge of Azure Portal (start/stop resources, view/download logs).
- Databases: Basic knowledge of database tables and ability to perform basic SQL queries.
Additional Information
Discover some of the global benefits that empower our people to become the best version of themselves:
- Finance: Competitive salary package, share plans, value-based recognition awards, referral bonus.
- Career Development: Career coaching, global career opportunities, non-linear paths, internal development programmes for management and technical leadership.
- Learning Opportunities: Involvement in complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, workshops, and conferences.
- Health: Access to global internal wellbeing programmes and wellbeing apps.
- Community: Engagement in global internal tech communities, hobby clubs, interest groups, and inclusion and diversity programmes.
At the company, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives. Inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.
