IT Helpdesk Specialist - Remote & On-Site Support

Confidential; Jeddah; On-site; Full time

Job description

Responsibilities

• Provide first-level technical support for all incoming service requests via phone, email, and helpdesk ticketing system, ensuring timely acknowledgment and professional customer service.
• Troubleshoot and resolve common technical issues related to POS terminals, laptops, desktops, printers, MS365 applications, and basic network connectivity problems.
• Log all service requests accurately in the helpdesk ticketing system, ensuring proper categorization, priority assignment, and detailed documentation of issues and resolutions.
• Escalate complex or unresolved issues to Senior Service Desk Associates or appropriate IT teams, providing clear problem descriptions and troubleshooting steps already attempted.
• Maintain assigned ticket workload efficiently, meeting or exceeding individual and team performance targets for response time and resolution rates.
• Follow established procedures and knowledge base articles to ensure consistent problem resolution and adherence to IT service standards.
• Perform basic user account management tasks including password resets, access permissions, and new user setup in MS365 and other business systems.
• Provide remote and on-site support to retail locations across airport terminals, ensuring minimal disruption to business operations.
• Assist with hardware deployment, configuration, and basic maintenance activities including equipment setup, peripheral connections, and software installations.
• Contribute to knowledge base development by documenting solutions and updating procedures based on recurring issues and resolutions.
• Participate in continuous learning activities and training programs to enhance technical skills and stay current with technology updates.

Perform any other duties as deemed necessary as delegated by the Line Manager or Head of Function.