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 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 Also, You can forward your CV through below link for more upcoming Job vacancies: https://cv-fnrco.com