IT Service Desk Support Specialist

ABIS; Al Jubayl; On-site; SAR 150,000 - 210,000; Full time

Job summary

ABIS in Saudi Arabia seeks an experienced IT Service Desk professional to manage incidents and service requests, adhering to ITIL processes and SLA timelines.

You will log, categorize, and track tickets, perform first-level troubleshooting, and escalate where needed, while maintaining strong end-user communication and contributing to knowledge base updates.

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).

Responsibilities

• Service Desk Operations: act as the first contact for IT incidents and requests and manage tickets to SLA.
• Incident & Problem Management: basic troubleshooting and escalation with documentation.
• Change & Request Fulfillment: process standard requests and assist in minor changes.
• Communication & Reporting: craft professional updates and manage ticket lifecycle communications.
• Knowledge & Documentation: maintain knowledge base and SOPs; document recurring issues.
• Continuous Improvement: identify trends and support service-improvement initiatives.

Skills

ITIL

Written English

Tools

ServiceNow

ManageEngine

Job description

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

1. 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

1. 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

1. 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)

1. Knowledge & Documentation

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

1. 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

Requirements

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