Help Desk (1409)

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

Since 2004, 2P – Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise.

We are looking for a Help desk to provide front line IT support and ensure timely resolution of technical incidents and service requests.

Role Summary

The Help desk will serve as a primary point of contact for end-users, responsible for logging,troubleshooting, resolving, and escalating IT incidents and service requests in accordance with established IT support and ITIL-based processes.

Key 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.

Requirements

• High school diploma, associate degree in IT, bachelor’s degree, or relevant technical qualification**.
• 1–5 years of experience** in Service Desk, Help Desk, Technical Support, or a related role.
• Basic knowledge of computer hardware, software, and network connectivity.
• Familiarity with IT ticketing systems and incident management.
• Good understanding ofITIL concepts and service management processes is preferred.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Ability to communicate technical information clearly to non-technical users.