- 经验
- 5年以上
- 薪水
- —
- 职位空缺
- 1
- 发布
- 9 小时前
- 工作模式
- 在家办公
- 学历
- Diploma or Bachelor's in IT or related field
- 恢复
- 需要申请
职位描述
Job Overview
We seek a skilled Service Desk Engineer fluent in Arabic to provide primary IT support, resolve technical challenges, and offer excellent customer experiences while meeting SLA requirements. This position involves working in a 24×7 rotational shift setup.
Key Responsibilities
- Deliver frontline technical assistance through authorized communication methods.
- Record, classify, prioritize, and oversee incidents and service requests using an ITSM platform.
- Diagnose and solve first-level issues, aiming for a high First Contact Resolution rate.
- Escalate unresolved problems to specialized support teams as necessary.
- Keep accurate ticket records and communicate regular progress updates to users.
- Provide dedicated assistance to VIP clients following prescribed protocols.
- Collaborate with onsite engineers for issues needing physical presence.
- Oversee ticket queues to ensure resolution within SLA timeframes.
- Assist in maintaining and updating the Knowledge Base and share expertise with the team.
- Ensure effective shift transition and continuous support coverage across all shifts.
Qualifications and Skills
- Diploma or Bachelor's degree in IT, Computer Science, or related discipline.
- Mandatory ITIL Foundation Certification.
- At least 5 years of experience in Service Desk roles.
- Practical knowledge of ITSM tools.
- Strong familiarity with Windows OS, Microsoft Office Suite, Outlook, Active Directory, and Remote Support solutions.
- Outstanding communication, troubleshooting, and customer service aptitude.
- Fluency in Arabic for speaking, reading, and writing is essential.
- Flexibility to work around-the-clock in rotating shifts including weekends and public holidays.