Full job description

Almaskan Aljameel Technical Services is seeking a Service Desk Associate to serve as the first point of contact for clients requesting technical services and maintenance support. This role is responsible for logging service requests, dispatching work orders to field technicians, and providing timely updates to clients throughout the service lifecycle. The position reports to the Customer Service Supervisor or Operations Manager.

Key Responsibilities:

• Receive and log incoming service requests via phone, email, and in-person visits accurately into the service management system.
• Gather essential details from clients, including nature of issue, location, preferred service time, and any relevant background information.
• Prioritize and assign work orders to appropriate field technicians based on urgency, skillset, location, and availability.
• Communicate clearly with clients regarding technician arrival times, schedule changes, and service completion status.
• Monitor the progress of open service requests and follow up with technicians to ensure timely resolution.
• Provide clients with initial troubleshooting guidance for simple issues where applicable.
• Maintain accurate and up-to-date records of all service requests, technician assignments, and client communications.
• Escalate complex or unresolved issues to the supervisor or technical manager as needed.
• Assist in scheduling routine maintenance appointments and service contracts.
• Prepare basic service reports, including response times, completed jobs, and pending requests.