Service Desk Engineer

About the Role

This position serves as the main liaison between clients and IT systems/applications, ensuring effective support and seamless service delivery. It demands excellent communication abilities, a client-focused mindset, and technical know-how to identify issues, resolve them, and uphold superior service standards.

Responsibilities

• Manage incidents and service requests received through diverse channels such as phone, email, chat, web, and remote assistance.
• Investigate, diagnose, and resolve technical problems promptly or escalate them to relevant teams.
• Log and monitor all incidents meticulously using IT Service Management (ITSM) tools following established workflows.
• Comply with Service Level Agreement (SLA) and Operational Level Agreement (OLA) requirements to maintain service excellence.
• Communicate clearly with end users throughout the incident resolution process.
• Document issues, fixes, and create knowledge base articles for future reference.
• Efficiently handle a large volume of calls while preserving professionalism and customer satisfaction.

Skills & Qualifications

• Proven expertise in incident management and ITSM software usage.
• Fluent written and spoken skills in both Arabic and English.
• Strong email communication skills and adherence to professional email protocols.
• Prepared to assist customers through inbound calls and multiple support platforms including chat, email, and web portals.
• Capability to sustain high call traffic without compromising the quality of customer care.
• Solid analytical thinking and problem-solving skills.
• Outstanding interpersonal and customer service aptitude.
• Flexible to work 24x7 rotating shifts as required.
• Composure under stress and patience in managing challenging customers and consecutive calls.

Preferred Experience

• Familiarity with Service Desk governance and operational management.
• Understanding of SLA/OLA monitoring and backlog processes.
• Competence in producing ITSM dashboards and reports, including PowerPoint presentations.
• Experience in shift coordination during lead absences.
• Background in escalation handling procedures.