Service Desk Engineer

The Service Desk Engineer (L1 / L1.5) is responsible for providing first-line technical support and service request management for ZainTECH's Managed Services customers across the GCC.

serves as the primary point of contact for customer incidents and service requests, ensuring timely resolution, accurate ticket management, and effective coordination with technical support teams in accordance with agreed Service Level Agreements (SLAs). Working closely with the Network Operations Centre (NOC), Managed Services Engineering teams, Customer Success Managers, and other operational stakeholders, the Service Desk Engineer provides initial troubleshooting, incident classification, customer communication, and escalation management. The L1.5 level carries additional responsibilities for handling more complex technical issues, supporting first-line escalations, maintaining service quality, and providing operational guidance to L1 engineers.

Incident & Service Request Management (L1 and L1.5) Respond to customer portal requests and hotline calls within agreed response targets, ensuring accurate issue identification and documentation. Log all customer requests and incidents in ServiceNow, including requests received through email, Account Managers, or Customer Success Managers, within one business day. Classify tickets as incidents, service requests, or changes, and assign priorities in accordance with agreed priority matrices and customer contracts.

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