Senior Service Desk Officer

Alkhorayef Industries Company; Jeddah; On-site; SAR 84,000 - 144,000; Full time

Job summary

Alkhorayef Industries Company is seeking a Service Desk Senior Officer to be the primary contact for technical issues and to maintain productivity through timely diagnosis and resolution of hardware, software, networking, and related concerns.

The role covers day-to-day activities providing technical support for company users, following IT policies and procedures while contributing to continuous improvement and knowledge sharing.

Qualifications

• Follow IT policies, processes and SOPs to work in a controlled, consistent manner.
• Identify opportunities for continuous improvement of systems and practices.
• Promote adherence to policies and operating procedures across the company.

Responsibilities

• Support users' PCs, laptops, hardware and software.
• Install software such as OS, Office, Outlook, antivirus per IT policy.
• Install hardware: PC setup, printers, scanners, drivers.
• Troubleshoot software and OS issues, login problems, antivirus issues.
• Understand TCP/IP, DNS, DHCP and VPN configurations.
• Provide basic network troubleshooting for connectivity and Wi-Fi.
• Monitor security systems, keep antivirus active, educate users on phishing.
• Document all interactions in the ticketing system and create How-To guides.

Skills

PC & laptop support

Software installation

Hardware setup

Software troubleshooting

Networking basics

Security awareness

Documentation & ticketing

Tools

Ticketing System

Job description

The Service Desk Senior Officer is the primary point of contact for technical issues within a company.

The objective is to maintain employee and system productivity through timely diagnosis and resolution of hardware, software, networking, and related technical concerns.

To work on day-to-day activities to provide technical support for company users within policies and procedures.

Service Desk Operations :

• To support business user’s PC’s, Laptops, Hardware and software.


• Software installation such as: Operating Systems, Office, Outlook, Antivirus) or any other programs or application comply with IT policy.


• Hardware Installation such as: PC setup & maintenance, Printer, scanner & driver installation. Printer ink: changing printer ink.


• Software troubleshooting such as: Operating Systems, Office troubleshooting, disk recovery and any other system, application, antivirus or virus, and login problem.


• Networking Basics: Understanding of TCP/IP, DNS, DHCP, and VPN configurations.


• Network Support Troubleshooting basic connectivity issues, Wi-Fi performance, and cabling.


• Security Monitoring systems for malware, ensuring antivirus and security software is active, and educating users on phishing risks.


• Documentation Maintaining logs of all interactions in a Ticketing System and creating \"How-To\" guides for common issues.

Policies, Processes and Procedures:

• Follow all relevant IT policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.


• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices considering leading practices, improvement of business processes, cost reduction and productivity improvement.


• Promote the implementation and adherence to policies, processes and operating procedures to others within Company.

Safety, Health and Environment:

• Comply with all relevant safety, health and environmental management policies, procedures and controls to ensure a healthy and safe work environment


• Participate in incident and accident investigations as required in line with agreed safety, health and environment policies, procedures and controls


• Report on changes within AIC that impact on relevant safety, health and environmental management policies, procedures and controls