Frontline IT Support Specialist — Service Desk

AimGulf; Riyadh; On-site; SAR 40,000 - 60,000; Full time

Job summary

Panda Retail Company in Saudi Arabia is seeking a Service Desk Analyst.Store Support Services – Central to provide first-line IT support for HQ and DC users. You will log incidents, resolve basic issues, document solutions, and escalate to second-line when needed.

Bilingual Arabic/English communication and a basic understanding of OS, networks, and service management are essential. Fresh graduates or 1–2 years in IT are welcome; bachelor or diploma in computer studies is preferred, with a focus

Qualifications

• Fresh graduates or 1-2 years of IT experience
• Bachelor degree or diploma with computer knowledge
• Arabic and English language proficiency
• Customer service orientation

Responsibilities

• Receive and log user incidents and service requests to ensure accurate tracking and timely response.
• Resolve first-level technical issues related to software, hardware, and network systems.
• Utilize knowledge base and troubleshooting tools to provide first-line support.
• Escalate unresolved issues to second-line support for timely resolution.
• Monitor open service tickets to ensure SLAs are met and follow up with users.
• Communicate incident progress, resolutions and preventive recommendations to users.
• Document recurring issues and solutions in the knowledge base.
• Coordinate with infrastructure and applications teams to identify root causes and remedies.
• Assist in deployment and configuration of end-user devices and software.
• Support IT service improvement initiatives in Infrastructure & Operations.

Job description

Panda Retail Company in Saudi Arabia is seeking a Service Desk Analyst.Store Support Services – Central to provide first-line IT support for HQ and DC users. You will log incidents, resolve basic issues, document solutions, and escalate to second-line when needed.

Bilingual Arabic/English communication and a basic understanding of OS, networks, and service management are essential. Fresh graduates or 1–2 years in IT are welcome; bachelor or diploma in computer studies is preferred, with a focus