# Service Desk Engineer — FNRCO

Canonical: https://jobxdubai.com/jobs/li-4478302878-service-desk-engineer
Location: Riyadh, Saudi Arabia
Type: full_time · Level: junior
Monthly salary: AED 8,820 to 11,760 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-11
Apply: https://www.linkedin.com/jobs/view/service-desk-engineer-at-fnrco-4478302878?_l=en

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## Description

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

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## Requirements

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

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