Core
42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core
42 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 ourselves at the forefront of AI innovation in the Middle East and beyond.
As an Officer - Service Desk, you will provide outstanding customer support, technical assistance and issue resolution to Core
42's portfolio of digital transformation clients. As part of the Service Desk team, you will be the first point of contact for IT-related enquiries, representing Core
42's commitment to delivering high-quality service and maintaining customer satisfaction.
- Respond to incoming service requests, incident reports and enquiries received through phone, email and ticketing systems, providing timely and courteous assistance to customers.
- Diagnose and resolve technical issues relating to digital transformation solutions, including hardware, software and network problems.
- Create, update and manage support tickets using the company's service management tools, ensuring accurate documentation of customer interactions, troubleshooting steps and resolutions.
- Escalate complex or unresolved issues to higher‑tier support teams to support swift resolution.
- Use remote support tools to provide virtual assistance and perform remote troubleshooting, minimising the need for on‑site visits where possible.
- Keep clients informed about ticket progress, estimated resolution times and relevant updates, ensuring clear communication throughout the support lifecycle.
- Monitor the case backlog and advise less-experienced technical support agents on problem‑resolution procedures.
- Train new hires on standard processes and procedures, and train existing team members on new or updated processes and procedures.
- Document common problems and resolutions to strengthen knowledge‑base resources.
- Identify opportunities to improve Service Desk processes, tools and knowledge resources, enhancing support efficiency and customer satisfaction.
- Understand and apply information security fundamentals covering the confidentiality, integrity and availability of information.
- Bachelor's degree in Computer Science, Information Technology or a related field.
- At least 2-4 years of experience in a Service Desk or technical support role, preferably within a global IT company.
- Strong understanding of IT infrastructure, digital transformation concepts, cloud computing principles and cybersecurity fundamentals.
- Demonstrated ability to analyse and resolve technical issues promptly and accurately.
- Patience, empathy and the ability to communicate technical information clearly to non-technical users.
- Excellent verbal and written communication skills.
- Strong organisational skills with the ability to prioritise tasks effectively.
42 offers
With a diverse team of 1,100+ employees from 68 nationalities, we foster an inclusive, innovative and collaborative environment. At Core
42, 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 experience. - Yearly Bonus:
In recognition of your contributions, you will receive a performance-based annual bonus. - Exclusive Discount Cards:
Access special benefits with Esaad and Fazaa cards, offering discounts across a wide range of services. - Premium Family Insurance:
We provide comprehensive health coverage, including dental, vision and life insurance, ensuring the well‑being of you and your family. - Learning & 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.
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