IT Service Desk Specialist - ITIL & SLA Driven Support

ABIS; Riyadh Region; On-site; SAR 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITIL process knowledge

English communication

IT support/service desk experience

ITSM tools familiarity

Education

ITIL Foundation (v3/v4) certification

Tools

ServiceNow

ManageEngine

Job description

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.