Executive - Service Desk

OverviewAbout UsCore42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.The opportunityAbout UsCore42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.The opportunityProvide outstanding customer support, technical assistance, and issue resolution to Core42's portfolio of digital transformation clients. As part of the Service Desk team, you will be the first point of contact for IT-related inquiries, representing the company's commitment to delivering only the highest quality service and maintaining customer satisfaction levels.ResponsibilitiesYour key responsibilities Respond to incoming service requests, incident reports, and inquiries through various channels such as phone, email, or ticketing systems, providing timely and courteous assistance to customers, and ensuring a positive experience with our services.Diagnose and resolve technical issues related to our digital transformation solutions, troubleshooting hardware, software, and network problems efficiently and effectively.Create, update, and manage support tickets using the company's service management tools, ensuring accurate documentation of all customer interactions, troubleshooting steps, and solutions.Diagnose and resolve software, hardware, network, and other IT-related problems reported by clients, escalating complex issues to higher-tier support for swift resolution.Utilize remote support tools to provide virtual assistance and perform remote troubleshooting, minimizing the need for on-site visits whenever possible.Continuously identify opportunities to enhance service desk processes, tools, and knowledge base resources to improve overall support efficiency and customer satisfaction.Keep clients informed about the progress of their support tickets, including estimated resolution times and any relevant updates.Ensure clear and effective communication throughout the support lifecycle. QualificationsWhat we’re looking forBachelor's degree in Computer Science, Information Technology, or a related field.At least 2 years of experience in a service desk or technical support role, preferably in a global IT company.Strong understanding of IT infrastructure, digital transformation concepts, cloud computing principles, and cyber security fundamentals.Demonstrated ability to analyze and resolve technical issues promptly and accurately.Patience, empathy, and the ability to communicate technical information to non-technical users.Excellent verbal and written communication skills.Strong organizational skills with the ability to prioritize tasks, manage time efficiently, and handle multiple customer inquiries simultaneouslyWhat Working At Core42 OffersWith a diverse team of 1,100+ employees from 68 nationalities, we foster an inclusive, innovative and collaborative environment. At Core42, we foster a culture grounded in trust, accountability and high performance. We are united by our values: Grit, where we overcome challenges with resilience and determination, Passion, which drives us to pursue excellence in everything we do, and Impact, as we aim to inspire progress and create meaningful change. Our team members thrive in an environment where each person’s contributions propel us forward, and together, we commit to achieving extraordinary results.Competitive Salary: We offer an attractive salary package based on your skills and experienceYearly Bonus: In recognition of your contributions, you will receive a performance-based annual bonusExclusive Discount Cards: Access special benefits with Esaad and Fazaa cards, offering discounts across a wide range of servicesPremium Family Insurance: We provide comprehensive health coverage, including dental, vision and life insurance, ensuring the well-being of you and your familyLearning & Development: We offer access to top-tier learning platforms to help you grow in your career. Learn at your own pace with unlimited access to premium courses.