Service Desk Analyst.Store Support Services – East Panda IT 7 Oct · 09:57

AimGulf; Dammam; Hybride; SAR 56 000 - 100 000; Plein temps

Résumé du poste

Panda Retail Company in Saudi Arabia seeks a Service Desk Analyst for Store Support Services – East. You will provide on-site and remote IT support to stores, troubleshoot hardware, software, and network issues, and ensure incidents are resolved or escalated within SLAs.

The role covers deployment, store openings, hardware refreshes, POS devices, and collaboration with vendors. Fresh graduates welcome; 1–2 years preferred. A Bachelor’s degree in IT or related field is required.

Qualifications

• Bachelor’s degree or diploma in IT or a related technical discipline.
• 1–2 years of IT support, field support, or desktop support experience preferred.
• Retail IT or multi-site support experience is a plus.

Responsabilités

• Provide on-site and remote technical support to assigned stores and troubleshoot hardware, OS, connectivity, and peripherals.
• Diagnose incidents and document troubleshooting steps in the service management system.
• Escalate unresolved issues to the appropriate technical team as needed.
• Support POS terminals, controllers, self-checkout, handheld devices, printers, and networking gear.
• Perform scheduled visits and preventive checks on store IT equipment and rooms.
• Assist with installation, replacement, configuration, relocation, and removal of Store IT hardware.
• Support deployment activities for new stores, renovations, firmware refreshes, and mobility rolls-out.
• Coordinate with store users, internal IT teams, and vendors for on-site follow-up.
• Follow IT procedures, service management practices, and safety requirements.

Connaissances

Hardware troubleshooting

LAN/WLAN/TCP-IP

Windows systems

ITSM & ticketing

POS peripherals

Independent field work

Incident prioritization

Travel readiness

Formation

Bachelors in IT/CS/Eng

Description du poste

Job Title: Service Desk Analyst.Store Support Services – East

To provide on-site and remote technical support to assigned stores, ensuring Store IT incidents are resolved or escalated within agreed service levels. The role supports the availability and proper operation of store technology through incident troubleshooting, preventive visits, asset verification, hardware replacement, and Store IT deployment activities.

Key Responsibilities:

• Provide on-site and remote technical support to assigned stores and troubleshoot Store IT hardware, operating systems, connectivity, and peripheral issues.
• Diagnose incidents, document troubleshooting activities in the IT service management system, resolve issues within scope, and escalat[e] unresolved incidents to the relevant technical team.
• Support Store IT equipment, including POS terminals and controllers, self-checkout systems, HHT/PDT devices, scales, printers, back-office computers, LAN/WLAN equipment, access points, UPS systems, and related peripherals.
• Perform scheduled store visits and preventive checks using approved checklists to verify the condition of Store IT equipment, IT rooms, connectivity, and UPS systems.
• Support the installation, replacement, configuration, relocation, and removal of Store IT hardware as required.
• Support assigned Store IT deployment activities including new store openings, store renovations, hardware refreshes, POS deployments, mobility rollouts, and network-related activities.
• Perform basic installation validation and testing after implementation and report any outstanding technical issues.
• Coordinate with store users, internal IT teams, and approved vendors where on-site support or technical follow-up is required.
• Follow approved IT procedures, service management practices, safety requirements, and Store IT technical standards.

Experience Required:

• Fresh graduate or candidate with 1–2 years of experience in IT support, field support, desktop support, or a related technical role.
• Retail IT or multi-site support experience is preferred.

Education Qualifications: Bachelor’s degree or diploma in Information Technology, Computer Science, Computer Engineering, Electronics, or a related technical discipline.

Skills Required:

• Hardware and desktop troubleshooting.
• Basic LAN, WLAN, TCP/IP, switch, and access point troubleshooting.
• Windows operating systems and standard enterprise applications.
• IT service management and ticketing systems.
• Knowledge of POS, printers, handheld devices, scanners, scales, and retail peripherals is preferred.
• Ability to work independently in a field environment.
• Ability to prioritize incidents based on business impact.
• Willingness to travel between assigned stores and support critical incidents when required.

Employment / Job Type: Full Time

About the Company:

Panda Retail Company is one of Saudi Arabia’s largest grocery retailers and part of the Savola Group. It runs Hyper Panda hypermarkets and Panda supermarkets across cities in the Kingdom, selling fresh food, groceries and household goods, supported by its own distribution centres, cold chain fleet and online shopping service.

Company Industry: Retail

Department / Functional Area: IT

Closing Date: 7 December 2026