Service Desk Engineer

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.

Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.

A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

A service desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.

Job Description:

Increase Client Satisfaction

• Define/analyse client requirements,
• Develop/deliver innovative solutions,
• Develop relationships and effectively communicate with clients and key business stakeholders,
• Effectively manage change,
• Escalate issues for timely resolution,
• Grow consultative relationships with clients,
• Manage client requests to resolution,
• Meet/exceed client expectations,
• Provide timely/effective communications,
• Ensure Quality and Consistency when Handling Customer Calls
• Resolve  problems quickly
• Collaborate for a solution in order to facilitate a superior customer experience and increase the customer satisfaction

Drive Incident Resolution to Ensure Business Continuity

• Close incident records within defined timeline threshold  to minimize impact on client / outage,
• Coordinate problem resolution and create Incident record,
• Determine need for additional resources and assign to correct service provider (group or individual),
• Determine severity and prioritization classification for the Incident,
• Escalate issues to ensure proper sense of urgency / resource allocation,
• Evaluate incident to determine if Change record is needed,
• Identify/associate related incidents,
• Manage Incidents to resolution, within the defined timeline
• Perform Incident diagnostics and resolve incidents and restore service

Enable Timely and Effective Delivery of Requested Services

• Analyses reviews Request and determine if escalation is needed,
• Creates Request record/register a request,
• Determines severity and prioritization classification for the Request,
• Ensures Requestor is properly authorized to receive requested services,
• Escalates issues to ensure proper sense of urgency / resource allocation,
• Manages Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
• Process Information Requests

Reporting & Contribution

• Regular reporting on service delivery performance to Client Services Manager and clients
• Regularly report service improvements implemented and recommend actions to further improve performance and service

• Bachelor's degree in information technology, or any computer related major.
• 3-5 years of experience in a similar role