Service Desk - Level 1 Agent Support

DXC.technology; Saudi Arabia; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading technology firm in Saudi Arabia is seeking a Service Desk - Level 1 Agent Support to provide first-tier support for IT service requests and incidents. You will handle requests via multiple communication channels and perform basic troubleshooting while adhering to defined guidelines. The ideal candidate should possess a bachelor’s degree and at least 1 year of relevant experience. Familiarity with ServiceNow is a plus. This role encourages professional growth in infrastructure services.

Qualifications

• 1+ years of relevant work experience.
• Proven experience in infrastructure technology analysis.
• Understanding of IT service desk processes.

Responsibilities

• Handle incoming requests and incidents via phone, email, and chat.
• Log and categorize issues in ServiceNow accurately.
• Provide users with timely updates and resolution guidance.

Skills

Customer-focused attitude

Basic troubleshooting

ServiceNow familiarity

Education

Bachelor's degree in a relevant field

Job description

Job Description:

Service Desk - Level 1 Agent Support

Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, Modern Device Management, Intelligent Collaboration, IT (HW & SW) Asset Management Services, Field Services and Technical Service Desk.

Provide first-tier support for IT service requests and incidents through the ServiceNow platform.

Responsibilities

• Handle incoming requests and incidents via phone, email, and chat.
• Log and categorize issues in ServiceNow accurately.
• Perform basic troubleshooting and escalated unresolved cases.
• Provide users with timely updates and resolution guidance.
• Maintain documentation and adhere to defined SLAs.
• Offer foundational technical support in infrastructure services, providing assistance in routine tasks.
• Participate in basic monitoring and routine troubleshooting of infrastructure systems.
• Collaborate with team members to address infrastructure challenges and daily operational tasks.
• Develop and improve technical skills through on-the-job experience.
• Show eagerness to learn and gain expertise in infrastructure services.
• Follow established best practices and standards in infrastructure service delivery.

Basic Qualifications

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 1+ years of relevant work experience
• Proven experience in infrastructure technology analysis
• Basic understanding of IT service desk processes.
• Familiarity with ServiceNow or similar ticketing tools is a plus.
• Customer-focused, with a helpful and professional attitude.

Other Qualifications

• An advanced degree in a relevant field is a plus
• Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Google Cloud Associate, are a plus

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.

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