IT Service Desk Support Specialist

Abdullah A. Al-Barrak & Son Co.; Al Jubayl; On-site; SAR 48,000 - 72,000; Full time

Job summary

Abdullah A. Al-Barrak & Son Co.

in the Eastern Province is seeking an experienced IT Service Desk professional to act as the first point of contact for incidents, requests, and inquiries via phone, email, or ticketing system. The role focuses on logging, categorizing, prioritizing, and tracking tickets in the ITSM tool, ensuring resolution or escalation within SLA, performing first-level troubleshooting, and documenting outcomes for Level 2/3 support.

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 (ServiceNow, ManageEngine)

Responsibilities

• Act as the first point of contact for IT incidents, service requests, and inquiries
• Log, categorize, prioritize, and track tickets in ITSM tool per ITIL Incident and Request Management processes
• Ensure tickets are resolved or escalated within SLA timelines
• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting
• Prepare daily/weekly service desk performance reports and support knowledge base updates

Skills

5-8 years hands-on IT support/service 

ITIL process knowledge

Written English communication

ITSM tools familiarity

Education

ITIL Foundation (v3/v4) certified

Tools

ServiceNow

ManageEngine

Job description

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

Roles & Responsibilities:

• 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

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)

Certification:

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