Service Desk Engineer

Job Title: Service Desk Engineer

Job Summary:

Service Desk Engineer to provide first-line technical support to end users. A key focus of this

role is achieving First Call Resolution (FCR) by efficiently diagnosing and resolving IT issues

during the initial contact. The ideal candidate should have strong troubleshooting skills, excellent

customer service, and the ability to work in a fast-paced environment.

Key Responsibilities:

 Act as the first point of contact for IT support via phone, email, or chat.

 Prioritize First Call Resolution (FCR) by resolving issues during the initial interaction

whenever possible.

 Troubleshoot and resolve hardware drivers, software, and network-related incidents within

defined SLAs.

 Provide step-by-step technical guidance to users on common IT issues.

 Document issues, resolutions, and troubleshooting steps in the ITSM system.

 Escalate unresolved tickets to higher support levels with accurate details.

 Maintain knowledge of IT systems, applications, and best practices.

 Assist in onboarding new employees by setting up their IT access and devices.

 Educate users about the best practices to reduce recurring incidents.

 Contribute to knowledge base articles for common issues and solutions.

Key Skills & Qualifications:

 Proven experience in an IT Service Desk or technical support role.

 Strong troubleshooting skills for Windows, Office 365, VPNs, and common enterprise

applications.

 Familiarity with ITSM tools.

 Excellent verbal and written communication skills.

 Ability to multitask, prioritize, and work under pressure.

 Customer-focused mindset with a commitment to improving FCR rates.

 IT certifications (CompTIA A+, ITIL Foundation, MCSA) are a plus.

Education & Qualifications:

 Bachelor’s degree in Information Technology, Computer Science, or a related field.

 1-3 years of experience in an IT Service Desk, Help Desk, or technical support role.

 Associate degree or relevant IT certifications (CompTIA A+, ITIL Foundation,

Microsoft, or equivalent) are a plus.

برجاء ارسال السيرة الذاتية على الايميل wsheta@etesalat-innovations.com