We are looking for an experienced Service Desk Engineer to provide first-line IT support, resolve technical issues, and deliver exceptional customer service while ensuring compliance with SLA targets. This role requires the ability to work in a 24×7 rotating shift environment. Key Responsibilities:✅ Provide first-line technical support through approved communication channels. ✅ Log, categorize, prioritize, and manage incidents and service requests using the ITSM platform. ✅ Troubleshoot and resolve first-level incidents while achieving high First Contact Resolution (FCR). ✅ Escalate unresolved incidents to the appropriate support teams when required. ✅ Maintain accurate ticket documentation and provide regular updates to end users. ✅ Support VIP users in accordance with defined service procedures. ✅ Coordinate with Onsite Support Engineers for incidents requiring physical intervention. ✅ Monitor ticket queues to ensure SLA compliance and timely resolution. ✅ Contribute to the Knowledge Base and participate in knowledge-sharing initiatives. ✅ Ensure smooth shift handovers and maintain continuous service coverage across all operational shifts. Requirements:✔ Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. ✔ ITIL Foundation Certification is mandatory. ✔ Minimum 5 years of Service Desk experience. ✔ Hands-on experience with ITSM tools. ✔ Strong knowledge of Windows OS, Microsoft Office, Outlook, Active Directory, and Remote Support tools. ✔ Excellent customer service, troubleshooting, and communication skills. ✔ Must be a 100% Arabic Speaker (Reading, Writing & Speaking). ✔ Willingness to work 24×7 rotating shifts, including weekends and public holidays.