Service Desk Engineer

Skills:

Responsibilities

• Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
• Manager the Team of 5-6 members and prepare Monthly shift roaster
• Apply quality checks and manage SD queue.
• Responsible for achieving response and resolution SLA
• Prepare monthly reports and share ad-hoc report based on customer expectations.
• Use phone etiquette while dealing with users
• Excellent communications skills in English & Arabic
• Provide first level support to users and improve first level resolution percentage.
• Log the calls and requests in the Service Desk System and define severity of the ticket and follow-up.
• Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
• Prioritise and manage multiple support requests simultaneously.
• Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
• Attempt to resolve incidents directly (e.g. phone or via remote) as 1st level support needed.
• If immediate resolution is not possible, assign requests to second level personnel
• Communicate with users regarding use of FAQs, Policies, and Procedures.
• Proactively look at root causes for repeated incidents.
• Track progress and provide call status information to users
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform software installations (individual and group rollouts)
• Manage knowledgebase, FAQs, etc.
• Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
• Notify support personnel about variance and update Service Desk System for reasons and justification.
• Improve skills in line with the new technology roll outs in the IT Department
• Provide guidance to Service Desk Team members and share the knowledge
• Communicate with users regarding new services, planned service disruptions and other bulletin messages
• Establish process to facilitate knowledge transfer and foster services sustainability
• Perform other duties and responsibilities related to the job and as assigned by line Manager.
• Knowledge of ITIL processes is must and certification will be an added advantage.
• Desktop administration activities like Windows installation and administration tasks.
• Promote security awareness among users by educating them about best practices and identifying potential security risks.
  

Mandatory

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g., Freshworks, ServiceNow, Manage Engine, Ivanti).
• Experience with remote support tools (e.g., Ivanti, Remote Desktop).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Team lead experience
• Experience with Active Directory, Exchange, and Office 365.