IT Support Service Desk

DXC Technology; Riyadh; On-site; SAR 40,000 - 55,000; Full time

Job summary

A leading IT services company located in the Riyadh region is seeking a candidate with a Bachelor's degree and up to 2 years of experience in IT support. This role involves supporting ITIL-based service management processes and monitoring ticket resolution. Familiarity with ticketing tools like ServiceNow and basic data analysis skills using Excel are essential. The position combines collaboration with teams and participation in service reviews, aiming for continuous improvement in support services.

Qualifications

• Bachelor’s degree in information technology, Business Administration, or related field required.
• 0–2 years of experience in IT support or service desk.
• Basic understanding of ITIL is preferred.

Responsibilities

• Support ITIL-based service management processes.
• Monitor and track tickets in the ITSM tool.
• Assist in coordinating change requests and maintaining calendars.

Skills

IT service management concepts

Basic understanding of ITIL

Proficiency in Excel

Customer support experience

Education

Bachelor’s degree in information technology or Business Administration

Tools

ServiceNow

Jira

Power BI

Job description

Responsibilities

• Support the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management.
• Monitor and track tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensure timely resolution and SLA adherence.
• Assist in coordinating change requests and maintaining change calendars.
• Help analyze incident and service request trends to identify improvement opportunities.
• Participate in service review meetings and help document minutes, action items, and follow-ups.
• Collaborate with support teams to gather performance metrics and prepare service reports.
• Assist in maintaining knowledge base articles and standard operating procedures (SOPs).
• Ensure user satisfaction by supporting feedback collection and continuous improvement initiatives.

Basic Qualifications

• Bachelor’s degree in information technology, Business Administration, or a related field.
• 0–2 years of experience in IT support, service desk, or business operations (internships and academic projects accepted).
• Basic understanding of IT service management concepts (ITIL preferred).
• Familiarity with ticketing and service management tools such as ServiceNow, Freshservice, BMC Remedy, or Jira.
• Ability to use Excel or reporting tools to organize and analyze data.
• Exposure to customer support or IT operations environments is a plus.

Other Qualifications

• ITIL Foundation Certification (preferred but not mandatory).
• Exposure to service reporting, dashboards, or data visualization tools (e.g., Power BI).
• Understanding of SLAs, OLAs, and service catalogs.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.