IT Help Desk

TAWANTECH; Riyadh; On-site; SAR 78,000 - 123,000; Full time

Job summary

TAWANTECH is seeking an IT Help Desk Specialist to deliver first-line support for hardware, software, and connectivity issues in Riyadh. You will log, prioritize, and track incidents and service requests in the ticketing system and coordinate with internal teams to ensure timely resolutions.

Strong knowledge of Windows/Microsoft environments and ITIL processes is valued. The ideal candidate has 2–5 years of relevant IT Help Desk experience and demonstrates solid communication and problem-solving

Qualifications

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.

Responsibilities

• Provide first-line technical support for hardware, software, applications, and connectivity issues.
• Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
• Troubleshoot technical issues and escalate complex incidents to the appropriate teams.
• Follow up on incidents to ensure timely resolution and SLA compliance.
• Maintain accurate ticket records, documentation, and incident reports.
• Coordinate with internal teams and vendors when required.

Skills

IT Help Desk

ServiceNow

ITIL

Active Directory

Networking

Monitoring tools

Cloud platforms

Data analysis

IT reporting

Communication

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

ITSM systems

Job description

We are looking for an IT Help Desk Specialist to provide technical support to users, manage IT incidents and service requests, and ensure timely resolution of technical issues.

Key Responsibilities

• Provide first-line technical support for hardware, software, applications, and connectivity issues.
• Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
• Troubleshoot technical issues and **escalate** complex incidents to the appropriate teams.
• Follow up on incidents to ensure timely resolution and SLA compliance.
• Maintain accurate ticket records, documentation, and incident reports.
• Coordinate with internal teams and vendors when required.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.

Preferred Skills

• Experience with ITSM/ticketing systems, preferably ServiceNow.
• Knowledge of ITIL and Incident Management.
• Familiarity with Microsoft technologies, Active Directory, and basic networking.
• Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.
• Basic knowledge of cloud platforms, data analysis, or IT reporting.
• Strong communication, troubleshooting, analytical, and problem-solving skills.