Service Desk Engineer

Job description

About the Role the employer is looking for a Service Desk Engineer to join our team in Riyadh. This full-time role serves as the primary point of contact between customers and IT systems/applications, ensuring seamless support and service delivery. The position requires strong communication skills, a customer-focused approach and technical expertise to diagnose problems, provide solutions and maintain high service quality standards. Key Responsibilities Handle incidents and service requests received through various channels, including voice, email, chat, web and remote support. Identify, investigate and diagnose technical issues, and provide timely solutions or escalate to the appropriate support teams when necessary. Accurately record and track all incidents within ITSM tools, adhering to defined processes and procedures. Ensure compliance with Service Level Agreement (SLA) and Operational Level Agreement (OLA) objectives to maintain quality of service. Provide clear, effective and consistent communications to users throughout the entire incident lifecycle. Maintain comprehensive documentation of issues and their solutions and contribute to knowledge articles. Manage large volumes of calls and support requests while constantly maintaining professionalism and ensuring customer satisfaction. Experience and Qualifications Candidates for this position must have 0-1 years of relevant experience. A foundational understanding of IT systems and applications is essential, along with a commitment to providing a high quality service. Required Skills Strong communication skills, both written and verbal. Customer-focused approach to support and problem solving. Technical expertise to diagnose and solve IT problems. The ability to To accurately record and track incidents using ITSM tools. Proficiency in managing multiple communication channels (voice, email, chat, web, remote support). WORK ENVIRONMENT This is a full-time position based in Riyadh. The role involves working within a dynamic IT support environment, requiring consistent interaction with customers and internal teams

Requirements

• · Experience and Qualifications Candidates for this position must possess relevant experience
• · Technical expertise to diagnose and resolve IT problems
• · Application Process We invite qualified candidates to apply for the position of Service Desk Engineer at the employer

Skills