Service Desk Engineer

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.

Application Process

We invite qualified candidates to apply for this Service Desk Engineer position at FNRCO.