Senior IT Service Desk Specialist (ITIL)

ABIS; Al Jubayl; Presencial; SAR 180 000 - 300 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

ITIL process knowledge

English communication

Customer service orientation

Ability to work under SLA pressure

Team collaboration

Formação académica

ITIL Foundation certification

Ferramentas

ServiceNow

ManageEngine

Descrição da oferta de emprego

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.