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Senior Service Desk Engineer

13 days ago 2025/02/02
Remote
3 Open Positions
Full Time Employee · 8-12 Years of Experience
1-9 Employees · Banking

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Job Description

Job Purpose

  • Respond to and resolve IT Service Desk hotline calls and tickets professionally, accurately and in a timely matter.
  • Interact with all levels of staff to troubleshoot IT related issues for Mashreq employees globally.

 

Key Result Areas

  • Consult knowledge database / conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
  • Escalate issues to other IT teams and follow through on resolutions
  • Deliver solutions to diffuse stressful escalated technical situations resulting in exceptional customer satisfaction
  • Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions
  • Proactively maintain knowledgebase articles, SOP’s and other documents relating to Service Desk 
  • Coach and train new Service Desk engineers during onboarding process
  • Support the SD Team Lead with weekly/monthly statistics to SD Manager in efforts to increase efficiency
  • Liaise with SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes  
  • Maintain a high level of employee morale within the Service Desk team through open communication and collaboration 
  • Provide support to Field Engineering team where needed for small projects and during critical incidents


Skills

Knowledge, Skills and Experience

  • Knowledge in VDI environments, Windows 10, hardware & software installations and maintenance of desktops/laptops/printers
  • Experience using an ITSM ticketing tool and statistic reporting
  • Bachelor’s degree in computer science or equivalent
  • Minimum of 8 years' hands-on experience with strong troubleshooting skills
  • Experience working in a fast-paced environment with ability to turn tasks around in a quick manner 
  • Excellent oral and written communication skills

Effective leadership and team collaboration skills

Preferred Candidate

Years of Experience
Min: 8 Max: 12
Gender
Female
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Iconic IT Consulting Services LLC logo
Iconic IT Consulting Services LLC
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In today's fast-paced business world, technology plays a crucial role in the growth and success of any organization. At Iconic IT Consulting Services, we recognize the importance of reliable and effective IT solutions for our clients. We are a rapidly expanding IT services provider based in the United Arab Emirates, with office located in Abu Dhabi. Our multi-dimensional IT consulting and advising services are designed to help our clients achieve their business objectives through the use of cutting-edge software solutions and IT outsourcing services. Our team of experienced professionals is dedicated to providing exceptional service and support, building lasting relationships with our clients based on trust and mutual success. At Iconic IT Consulting Services, we understand that every business has unique needs and challenges. That's why we take a customized approach to every project, working closely with our clients to develop tailored solutions that meet their specific requirements. Whether you need assistance with software development, infrastructure design and implementation, or IT strategy and planning, we have the expertise and experience to deliver results.

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