Service Desk Engineer

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.

Key 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

Must-Have Skills

• Strong experience in Incident Management and ITSM tools
• Yrs of Experience: 2-4 years
• 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

Good-to-Have 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