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IT Global Service Center Representative – Service Desk Job Opening In Al-Zahra'a – Now Hiring SBM


Job description

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

    Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your IT Global Potential: Insight & Career Growth Guide


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    128 Jobs in Saudi Arabia
    128
    8 Jobs in Al-Zahra'a
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    Download It Global Jobs Trends in Al-Zahra'a and Saudi Arabia

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