Service Desk Engineer

About the Company About the Role Role Description Act as the primary interface between the client and IT systems/applications, ensuring seamless support and service delivery. This role requires strong communication skills, customer-centric approach, and technical expertise to diagnose issues, provide resolutions, and maintain high service quality standards. Responsibilities • Handle incidents and service requests via multiple channels (voice, email, chat, web, remote support) • Identify, investigate, and diagnose issues; provide timely resolution or escalate to appropriate teams • Accurately log and track all incidents in ITSM tools as per defined processes • Ensure adherence to SLA/OLA targets and maintain service quality • Provide clear and effective communication to users throughout the incident lifecycle • Maintain proper documentation of issues, solutions, and knowledge articles • Manage high call volumes while maintaining professionalism and customer satisfaction Required Skills • Strong experience in Incident Management and ITSM tools • Excellent Arabic and English communication skills (verbal and written) • Strong email etiquette and written communication • Ready to support users via inbound calls and other support channels like chat, email, web, etc. • Ability to manage high call volumes while maintaining quality and customer satisfaction • Good analytical and problem-solving abilities • Excellent customer service and interpersonal skills • Ability to work in 24x7 rotational shifts • Ability to remain calm and courteous under pressure, especially while handling irate customers and back-to-back calls Preferred Skills • Experience with Service Desk Governance and Management • Knowledge of SLA/OLA management and backlog handling • Experience with ITSM dashboards and reporting (including PPT creation) • Exposure to Shift Management in absence of a lead • Experience in Escalation Management Show more Show less

Strong experience in Incident Management and ITSM tools; Excellent Arabic and English communication skills (verbal and written); Strong email etiquette and written communication; Ready to support users via inbound calls and other support channels like chat, email, web, etc.; Ability to manage high call volumes while maintaining quality and customer satisfaction; Good analytical and problem-solving abilities; Excellent customer service and interpersonal skills; Ability to work in 24x7 rotational shifts; Ability to remain calm and courteous under pressure, especially while handling irate customers and back-to-back calls

Handle incidents and service requests via multiple channels (voice, email, chat, web, remote support); Identify, investigate, and diagnose issues; provide timely resolution or escalate to appropriate teams; Accurately log and track all incidents in ITSM tools as per defined processes; Ensure adherence to SLA/OLA targets and maintain service quality; Provide clear and effective communication to users throughout the incident lifecycle; Maintain proper documentation of issues, solutions, and knowledge articles; Manage high call volumes while maintaining professionalism and customer satisfaction