Service Desk Engineer

Role Overview

As a Service Desk Engineer, you will oversee incoming support tickets and infrastructure alerts, making sure issues are recorded, prioritised and routed to the right technical teams. Your monitoring and follow-up will help maintain service levels and give colleagues clear, timely updates as incidents move toward resolution.

Key Responsibilities

• Review the ServiceNow queue, categorise and prioritise tickets, assign work, and escalate issues when needed.
• Keep track of open incidents, service requests, backlog and SLA deadlines.
• Monitor servers, network devices and other infrastructure through ManageEngine OpManager or a comparable tool.
• Assess monitoring alerts, carry out initial checks and create or update ServiceNow tickets for actionable issues.
• Work with technical teams to coordinate investigations and follow incidents through to resolution.
• Prepare daily monitoring summaries and provide clear updates during shift handovers.
• Follow established ITIL practices and incident-management procedures.

Requirements & Qualifications

• One to two years of experience in a service desk or IT support role.
• Practical experience managing tickets in ServiceNow.
• Familiarity with ManageEngine OpManager or a similar infrastructure-monitoring platform.
• Working knowledge of networking and first-line troubleshooting.
• Understanding of SLA tracking, incident prioritisation and escalation.
• Clear communication and documentation skills, with a methodical approach to problem-solving.
• Applicants able to start immediately are preferred.
• The source identifies Indian and Sri Lankan nationals as preferred candidates.

What We Offer / Why Join

This is a full-time, on-site opportunity in Dubai to build experience across service desk operations, infrastructure monitoring and incident coordination within an IT managed services environment.