وظيفة مهندس خدمة مكتبية شاغرة لدى FNRCO في الرياض

Position: Service Desk Engineer

Role Description

Act as the primary interface between the client and IT systems/applications, ensuring seamless support and service delivery. This role requires strong communication skills, customer-centric approach, and technical expertise to diagnose issues, provide resolutions, and maintain high service quality standards.

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Key Responsibilities

• Handle incidents and service requests via multiple channels (voice, email, chat, web, remote support)

• Identify, investigate, and diagnose issues; provide timely resolution or escalate to appropriate teams

• Accurately log and track all incidents in ITSM tools as per defined processes

• Ensure adherence to SLA/OLA targets and maintain service quality

• Provide clear and effective communication to users throughout the incident lifecycle

• Maintain proper documentation of issues, solutions, and knowledge articles

• Manage high call volumes while maintaining professionalism and customer satisfaction

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Must-Have Skills

• Strong experience in Incident Management and ITSM tools

• Excellent Arabic and English communication skills (verbal and written)

• Strong email etiquette and written communication

• Ready to support users via inbound calls and other support channels like chat, email, web, etc.

• Ability to manage high call volumes while maintaining quality and customer satisfaction

• Good analytical and problem-solving abilities

• Excellent customer service and interpersonal skills

• Ability to work in 24x7 rotational shifts

• Ability to remain calm and courteous under pressure, especially while handling irate customers and back-to-back calls

Good-to-Have Skills

• Experience with Service Desk Governance and Management

• Knowledge of SLA/OLA management and backlog handling

• Experience with ITSM dashboards and reporting (including PPT creation)

• Exposure to Shift Management in absence of a lead

• Experience in Escalation Management

Comments for Suppliers:

• Yrs of Experience: 2-4 years
• Language known: Arabic and English mandate
• 24x7 rotational shifts

" You can also submit your CV through the link below to be considered for future job opportunities: https://cv-fnrco.com "