IT Service Desk Specialist

Saudi Ground Services; Jeddah; On-site; SAR 60,000 - 90,000; Full time

Job summary

Saudi Ground Services in Jeddah is seeking an IT Service Desk Specialist to provide first line technical support for SGS employees, resolving hardware, software and connectivity issues at the HQ and airports.

You will diagnose problems, log incidents, monitor SLAs and coordinate with Level 2/3 teams to ensure timely resolutions, while delivering reliable IT services and maintaining a user‑friendly support experience across SGS offices and operations.

Qualifications

• Bachelor's degree in Computer Science or MIS.
• 4–6 years of relevant experience in IT service desk.
• Experience supporting employees with hardware and software.

Responsibilities

• Provide first level IT support and technical assistance to SGS employees.
• Respond to queries, run diagnostics, isolate issues, and implement solutions.
• Manage level 1 IT requests and incidents to meet SLAs.
• Escalate to level 2/3 IT teams when necessary.
• Maintain an up-to-date log of IT requests and issues.
• Deliver IT services at SGS HQ and airports, including network and software support.
• Support disaster recovery and business continuity measures.

Skills

IT support

Incident management

Customer service

Troubleshooting

SLAs

Education

Bachelor's degree in Computer Science or Management Information Systems

Job description

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Job Title: IT Service Desk Specialist

Job Published On: Oct 28, 2026

Job Location: Jeddah (Headquarter), SA

Job Role Description:

GENERAL INFORMATION

Job Title: IT Service Desk Specialist

Function: Finance

Department: Information Technology

Section: IT Operations

REPORTING AND INTERACTION LINES

Reports to:

• IT Service Desk Sr. Specialist

Supervises:

• IT Service Desk Officer

JOB DESCRIPTION

ROLE PURPOSE

This role main responsibilities to provide first level support and technical assistance and support related to all SGS employees with computer, systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

ROLES & RESPONSIBILITIES

Operational

• Contribute and implement an annual Helpdesk Operating Plan, in line with SGS’s IT strategy
• Assist in the development, updating, and implementation of an incident handling process to ensure that SLAs are being met, escalated, and assessed effectively
• Undertake the effective and efficient process of level 1 IT requests and issue in a timely manner
• Prioritise IT-related issues faced by end-users based on their severity
• Contribute the efficient escalation to level 2 and level 3 IT teams when necessary
• Oversee and ensure constant communication and coordination within SGS to satisfy support requirements
• Develop and maintain of an up-to-date and comprehensive log of IT requests and issues.
• Deliver IT services to end user (help desk, service maintenance, service management, special airport systems, network and communications, systems and database/ datacenter, physical security systems)
• Contribute in operate IT infrastructure solutions and manage and execute day to day operational activities in line with defined policies, processes, and service level agreements
• Implement the installation and resolution of hardware problems
• Deliver end-user hardware (computers, laptops, tablet, etc.) and applications (email, calendar, directory tools, word processing software, etc.) in SGS’s HQ and airports
• Contribute in execute Disaster Recovery for the IT function in line with corporate initiative
• Implement appropriate level of Business Continuity Management measures for counteracting interruptions to business activities.
• Assist management of vendor providers in coordination with IT Strategy.

JOB REQUIREMENTS

QUALIFICATIONS

Minimum Education Required

• Minimum of a bachelor’s degree in a relevant field is required e.g., Computer Science or Management Information Systems

Professional Certifications Required

• Not Applicable

EXPERIENCE

Years of experience

• Minimum of 4 – 6 years in relevant field or similar job.

LANGUAGES

Language

Proficiency Level

Beginner

Intermediate

Advanced

1

English

x

COMPETENCIES

Core Competencies

1

Customer Centric : Building strong customer relationships and delivering customer-centric solutions

2

Takes Initiative : Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

3

Accountable : Holding self and others accountable to meet commitments

4

Collaborative : Building partnerships and working collaboratively with others to meet shared objectives

5

Communicative : Developing and delivering effective communications that convey a clear understanding of the unique needs of different audiences

6

Trustworthy : Gaining the confidence and trust of others through honesty, integrity, and authenticity