IT Service Desk Support Specialist

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

Job summary

ABIS in Al Jubayl, Eastern Province, Saudi Arabia seeks an experienced Service Desk Analyst to provide first-line IT support. You will handle incidents, service requests, and inquiries via phone, email, or ticketing system, logging and prioritizing tickets in the ITSM tool.

You will work under SLA timelines, perform initial troubleshooting, escalate when needed, contribute to knowledge base, and help drive ITIL-aligned service improvements while producing regular 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)

Responsibilities

• Serve 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
• 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
• Support change and request fulfillment by documenting standard requests
• Draft clear, professional email updates and maintain end-user communication throughout ticket lifecycle
• Prepare daily/weekly service desk performance reports
• Maintain knowledge base with troubleshooting guides and SOPs
• Identify trends and support ITIL-aligned service improvement initiatives

Skills

ITIL processes

Ticket handling

English communication

IT customer support

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