Service Desk Engineer

📣 إعلان

منذ 13 ساعة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	عن بُعد
	الموقع	الرياض

وصف الوظيفة

About the Role

FNRCO is seeking a Service Desk Engineer to join our team in Riyadh. This full-time role serves as the primary point of contact between clients and IT systems/applications, ensuring seamless support and service delivery. The position requires strong communication skills, a customer-centric approach, and technical expertise to diagnose issues, provide resolutions, 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, providing timely resolutions or escalating to appropriate support teams when necessary.
Accurately log 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) targets to maintain service quality.
Provide clear, effective, and consistent communication to users throughout the entire incident lifecycle.
Maintain comprehensive documentation of issues, their resolutions, and contribute to knowledge articles.
Manage high volumes of calls and support requests while consistently maintaining professionalism and ensuring customer satisfaction.

Experience and Qualifications

Candidates for this position should possess 0-1 years of relevant experience. A foundational understanding of IT systems and applications is essential, coupled with a commitment to delivering high-quality service.

Required Skills

Strong communication skills, both written and verbal.
A customer-centric approach to support and problem-solving.
Technical expertise for diagnosing and resolving IT issues.
Ability to accurately log 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 clients and internal teams.