IT Service Desk Support Specialist at ABIS

ABIS; Al Jubayl; On-site; SAR 180,000 - 300,000; Full time

Job summary

ABIS in Al Jubayl, Eastern Province, seeks an experienced IT Service Desk Engineer to act as the first point of contact for IT incidents and requests. You will log, categorize, and track tickets using ITIL-aligned processes and ensure timely resolution or escalation.

The role requires 5–8 years of hands-on IT support, strong ITIL knowledge, and excellent English communication for professional correspondence. Familiarity with ServiceNow or ManageEngine is expected.

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).
• Strong customer service orientation and ability to work under SLA pressure.

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.
• Perform first-level troubleshooting for hardware, software, network, and application issues.
• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting.

Skills

ITIL process knowledge

English communication

Customer service orientation

Ability to work under SLA pressure

Team collaboration

Education

ITIL Foundation certification

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

• 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

• 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