Service Desk Engineer

About the CompanyAbout the RoleRole 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.ResponsibilitiesHandle 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 teamsAccurately log and track all incidents in ITSM tools as per defined processesEnsure adherence to SLA/OLA targets and maintain service qualityProvide clear and effective communication to users throughout the incident lifecycleMaintain proper documentation of issues, solutions, and knowledge articlesManage high call volumes while maintaining professionalism and customer satisfactionRequired SkillsStrong experience in Incident Management and ITSM toolsExcellent Arabic and English communication skills (verbal and written)Strong email etiquette and written communicationReady 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 satisfactionGood analytical and problem-solving abilitiesExcellent customer service and interpersonal skillsAbility to work in 24x7 rotational shiftsAbility to remain calm and courteous under pressure, especially while handling irate customers and back-to-back callsPreferred SkillsExperience with Service Desk Governance and ManagementKnowledge of SLA/OLA management and backlog handlingExperience with ITSM dashboards and reporting (including PPT creation)Exposure to Shift Management in absence of a leadExperience in Escalation Management