Service Desk Engineer

About the role

The Service Desk Engineer acts as the primary interface between end‑users and IT systems, delivering prompt and professional support across multiple channels. The role demands strong communication, a customer‑centric mindset, and solid technical knowledge to diagnose and resolve incidents while maintaining service quality.

Key responsibilities

• Receive and handle incidents and service requests via voice, email, chat, web and remote support.
• Investigate, diagnose and resolve issues or appropriately escalate to specialised teams.
• Log and track all tickets in ITSM tools following defined processes.
• Ensure compliance with SLA/OLA targets and uphold service quality standards.
• Communicate clearly with users throughout the incident lifecycle.
• Document issues, solutions and create knowledge articles.
• Manage high call volumes while maintaining professionalism and customer satisfaction.

Required profile

• 2‑4 years of experience in incident management and IT service management.
• Fluent Arabic and English (verbal and written) with strong email etiquette.
• Ability to work 24x7 rotational shifts and remain calm under pressure.
• Excellent analytical, problem‑solving and interpersonal skills.

Required skills

• Incident Management
• ITSM tools
• Service Desk Governance
• SLA/OLA management
• ITSM dashboards and reporting (including PowerPoint creation)
• Shift Management
• Escalation Management