IT Service Desk Support Specialist

Abis Co; Al Jubayl; On-site; SAR 60,000 - 90,000; Full time

Job summary

Abis Co is seeking an experienced IT Service Desk professional to act as the first point of contact for IT incidents and requests. You will log, categorize, and prioritize tickets, perform first-level troubleshooting, and escalate complex issues to Level 2/3 support as required.

The role requires excellent written English for user updates and reporting, along with familiarity with ITSM tools such as ServiceNow or ManageEngine.

Qualifications

• Strong knowledge of ITIL Incident, Request, Problem, Change Management.
• Excellent verbal and written English for professional email correspondence.
• Experience logging, categorizing, prioritizing, and tracking tickets in an ITSM tool.
• Familiar with common ITSM tools such as ServiceNow or 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 tickets in the ITSM tool in line with ITIL processes.
• Resolve tickets or escalate within agreed SLA timelines.
• Perform first-level troubleshooting for hardware, software, network, and application issues; escalate when needed.
• Draft clear, professional email updates and management reports throughout the ticket lifecycle.

Skills

ITIL processes

Service desk

English email writing

ITSM tools

Tools

ServiceNow

ManageEngine

Job description

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