Frontline IT Help Desk Specialist

2P Perfect Presentation; Dammam; On-site; SAR 39,000 - 58,000; Full time

Job summary

2P – Perfect Presentation in Dammam, Saudi Arabia, seeks a Help Desk specialist to provide front-line IT support and ensure timely resolution of incidents and service requests. You will log, troubleshoot, and resolve a range of technical issues while adhering to ITIL-based processes and SLA targets.

The role requires strong communication skills, basic hardware/software/network knowledge, and the ability to work with diverse teams to restore services efficiently.

Qualifications

• High school diploma or relevant IT qualification.
• 1–5 years of experience in Service Desk or related roles.
• Basic knowledge of computer hardware, software, and network connectivity.
• Familiarity with IT ticketing systems.
• Good communication and customer-service skills.
• Knowledge of ITIL concepts preferred.

Responsibilities

• Receive, log, categorize, and prioritize IT incidents and service requests.
• Provide first-line technical support to end-users.
• Troubleshoot common hardware, software, account access, and network connectivity issues.
• Assist users with password resets, account access, and basic system configuration.
• Resolve incidents within agreed SLAs whenever possible.
• Escalate unresolved or complex issues to the appropriate support teams.
• Track incidents and service requests through the IT ticketing system.
• Maintain accurate documentation of reported issues and resolutions.
• Communicate clearly with users regarding incident status and resolution.
• Follow established ITIL processes and Service Desk procedures
• Support knowledge-base updates and documentation of recurring solutions.
• Coordinate with infrastructure, application, network, and security teams when required.

Skills

Troubleshooting

ITIL knowledge

Technical support

Communication skills

Incident management

Education

High school diploma

Associate degree in IT

Bachelor’s degree

Tools

Ticketing software

Job description

2P – Perfect Presentation in Dammam, Saudi Arabia, seeks a Help Desk specialist to provide front-line IT support and ensure timely resolution of incidents and service requests. You will log, troubleshoot, and resolve a range of technical issues while adhering to ITIL-based processes and SLA targets.

The role requires strong communication skills, basic hardware/software/network knowledge, and the ability to work with diverse teams to restore services efficiently.