IT Service Desk Support Specialist

Abis; Al Jubayl; Sur place; SAR 90 000 - 180 000; Plein temps

Résumé du poste

Abis is seeking an experienced IT Service Desk professional to act as the initial contact for incidents, requests, and inquiries in our Jubail-based environment. You will log, categorize, and track tickets, ensuring timely resolution or escalation per SLA, while performing troubleshooting across hardware, software, and networks.

You will contribute to root cause analysis, document changes, maintain knowledge bases, and produce regular service desk reports.

Qualifications

• 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).

Responsabilités

• Act as the first point of contact for IT incidents, requests, and inquiries via phone, email, or ticketing system.
• Log, categorize, prioritize, and track tickets in the ITSM tool per ITIL Incident and Request Management.
• 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 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 and escalations.
• Maintain end-user communication throughout the ticket lifecycle and reporting.
• Prepare daily/weekly service desk performance reports (ticket volume, SLA, aging tickets).
• Maintain and update knowledge base with troubleshooting guides and SOPs.
• Identify trends in recurring issues and support ITIL-aligned Service Improvement initiatives.

Connaissances

ITIL processes

Incident Management

Request Management

Problem Management

Change Management

Email communication

ITSM tools

ServiceNow

ManageEngine

SLA pressure

Customer service

Outils

ServiceNow

ManageEngine

Description du poste

Roles & Responsibilities

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