IT Service Desk Engineer

About the role

The Service Desk Engineer is the first point of contact for all IT and network related incidents within the company. Working 24/7, you will provide telephone and email support, log tickets, and ensure timely resolution or escalation of issues.

Key responsibilities

• Maintain continuous telephone and email support for the Service Desk (24/7, 365 days).
• Act as the initial contact for technical assistance via phone or email.
• Monitor support mailboxes, log incidents and service requests in the ticketing system.
• Perform remote troubleshooting, determine appropriate solutions, and resolve or forward issues to the next support tier.
• Record events, problems, and resolutions; keep customers informed of status.
• Coordinate change management, access requests, and hand‑over feedback to relevant teams.
• Identify and suggest improvements to Service Desk procedures.

Required profile

• 1‑3 years of experience in a telecom environment.
• Graduate degree in Telecom Engineering or equivalent.
• Ability to work effectively in a 24 × 7 × 365 environment.
• Strong verbal and written communication skills, with a customer‑focused attitude.
• Currently residing in the United Arab Emirates.

Required skills

• Proficiency with HP Service Management tool.
• Strong knowledge of Microsoft Office applications.
• Remote troubleshooting and incident management capabilities.