Location:
Saudi Arabia
Education: Bachelor’s degree in Information Technology, Computer Science, or related field
Experience: 1–5 years (Service Desk or IT support experience; leadership experience preferred)
Monthly Salary Package: 8,000 SAR
Qualifications:
Proven experience in IT Service Desk or first-line support environment Strong knowledge of IT domains: Computing, Conferencing, ERP, Applications, Telephony, Information Management, and Mobility Familiarity with IT ticketing systems (SSRS, BMC Remedy) Very good command of English and Arabic Excellent interpersonal, verbal, and written communication skills Knowledge of ITIL and Service Desk operational best practices Leadership experience in a Service Desk environment (preferred) Ability to work under pressure and resolve issues efficiently Language Requirements: English & Arabic
Responsibilities:
Perform daily, weekly, monthly, and yearly Service Desk operational tasks Act as first-line support for all IT domains and resolve customer issues reported via calls, emails, or ticketing system Troubleshoot, communicate with customers, and escalate cases to 2nd line support as necessary Apply predefined 1st level fixes according to IT cookbooks Serve as IT contact for general inquiries related to IT systems Resolve VIP user issues following process and procedures Update and create work instructions, fixes, and troubleshooting guides Handle IT interruption processes (emergency, planned, and unplanned) and critical global processes Follow up on escalations and participate in global escalation procedures Engage with the Global Service Desk Operation Excellence team for service transitioning, departmental projects, and major IT initiatives Complete all required training and pass annual assessments Maintain and improve service delivery quality standards Fulfill issues/services promptly to avoid unnecessary escalations while adhering to OLA Work Pattern: In person
Interview: Remote