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Service Desk Engineer

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Boskalis

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Location:
United Arab Emirates , Abu Dhabi

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Service Desk Engineer's primary responsibility is to ensure the timely resolution of incidents and service requests that are raised by users or monitoring systems. They are responsible for handling all Level 1 support requests, routing Level 2/3 requests to the appropriate departments, ensuring that service levels are maintained, and that business deadlines are met.

Job Responsibility:

  • Triage and resolve incidents or service requests that are raised to the Service Desk
  • Meet service level agreements to ensure timely resolution of all tickets in an agreed time frame
  • Document and escalate incidents or service requests that cannot be resolved within the Service Desk to appropriate levels within the organization
  • Use various software tools and applications to troubleshoot issues and keep current with changes in technology
  • Create and maintain knowledge articles and playbooks for incidents and service requests that are common and frequently raised by users
  • Proactively identify areas for improvement and recommend solutions that can improve the service provided by the Service Desk

Requirements:

  • Bachelor’s degree in computer science, Information Technology, or a related field
  • At least 3-5 years of experience working in a skilled IT service desk or similar technical support role
  • Knowledge of ITIL principles and best practices is essential
  • Excellent communication skills, both written and oral, with an ability to communicate effectively with technical and non-technical users
  • The ability to work in a fast-paced, high-pressure environment, prioritize activities, and work efficiently during peak periods
  • Ready to work in 24/7 rotational shifts, including night and weekend shifts
  • Technical knowledge of software and hardware platforms used within the organization

Nice to have:

  • Microsoft certifications like AZ-900, SC-900, and MS-900 are a plus
  • Experience using ITSM tools like Top Desk, ServiceNow, and Remedy
What we offer:
  • Access to the Boskalis Academy
  • Excellent secondary employment conditions
  • An international career
  • Warm welcome
  • Career development
  • Career opportunities

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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