IT Service Desk Specialist - ITIL & SLA Driven Support

ABIS; Riyadh Region; Sur place; SAR 60 000 - 90 000; Plein temps

Résumé du poste

ABIS in Riyadh, Saudi Arabia, is seeking an experienced IT Service Desk professional to be the first point of contact for incidents, requests, and inquiries. You will diagnose, log, and escalate issues while maintaining SLA adherence and clear English communication.

The role requires ITIL knowledge, hands-on support experience, and familiarity with ITSM tools like ServiceNow or ManageEngine, supporting continuous improvement and documentation.

Qualifications

• 5–8 years hands-on IT support/service desk experience.
• Strong ITIL knowledge across Incident, Request, Problem, and Change Management.
• Excellent written English communication for professional email correspondence.
• Familiarity with ITSM tools such as ServiceNow and ManageEngine.

Responsabilités

• Act as the first point of contact for IT incidents, service requests, and inquiries via phone, email, or ticketing system.
• Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes.
• Ensure tickets are resolved or escalated within agreed SLA timelines.
• Perform first-level troubleshooting for hardware, software, network, and application issues.
• Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation.
• Contribute to root cause analysis and problem management to reduce recurring incidents.
• Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL guidelines.
• Support Change Management by documenting and coordinating minor/standard changes.
• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting.
• Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation).
• Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets).
• Maintain and update the knowledge base with troubleshooting guides and FAQs.
• Document recurring issues and SOPs.
• Identify trends in recurring issues and recommend proactive solutions.
• Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency.

Connaissances

ITIL process knowledge

English communication

IT support/service desk experience

ITSM tools familiarity

Formation

ITIL Foundation (v3/v4) certification

Outils

ServiceNow

ManageEngine

Description du poste

Roles & Responsibilities:

1. Service Desk Operations

• Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system
• Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes
• Ensure tickets are resolved or escalated within agreed SLA timelines

Incident & Problem Management

• Perform first-level troubleshooting for hardware, software, network, and application issues
• Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation
• Contribute to root cause analysis and problem management to reduce recurring incidents

Change & Request Fulfillment

• Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines
• Support Change Management by documenting and coordinating minor/standard changes

Communication & Reporting

• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting
• Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation)
• Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets)

Knowledge & Documentation

• Maintain and update the knowledge base with troubleshooting guides and FAQs
• Document recurring issues and standard operating procedures (SOPs)

Continuous Improvement

• Identify trends in recurring issues and recommend proactive solutions
• Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency

Key Skills:

• 5–8 years hands-on IT support/service desk experience
• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
• Excellent written English communication skills for professional email correspondence
• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure

Key Skills:

• 5–8 years hands-on IT support/service desk experience
• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
• Excellent written English communication skills for professional email correspondence
• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure

Certification: ITIL Foundation (v3/v4) certified or equivalent working knowledge