Service Desk Technician (Saudi Arabia)

Eram Talent; Jeddah; On-site; SAR 78,000 - 123,000; Full time

Job summary

Eram Talent is seeking a Service Desk Technician in Jeddah to provide initial to basic second-level IT support for on-site and remote users. You will troubleshoot hardware, software, networking, and connectivity issues while handling account setup, password resets, and ticket tracking.

The role requires a minimum of 3 years in an IT service desk or related field, strong customer service skills, and the ability to work in a 24/7 shift-based environment.

Qualifications

• High School Diploma required; IT-related degree preferred.
• Minimum 3 years of experience in IT service desk or similar role.
• Strong computer and technical troubleshooting skills.
• Familiar with Windows, Mac, and Linux operating systems.
• Knowledge of Wi-Fi and cellular technologies.
• Good customer service and communication skills.
• Ability to troubleshoot and resolve user issues.
• Teamwork and problem-solving abilities.
• Ability to work in a 24/7 shift-based environment.

Responsibilities

• Respond to IT support requests via phone, email, live chat, and walk-ins.
• Provide first-level and basic second-level support to users.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Support on-site and remote users.
• Set up new user accounts and perform password resets.
• Escalate complex issues to second-line teams.
• Track and follow up on unresolved requests until closure.
• Assist with software installation and troubleshooting.
• Maintain service desk records and web pages.
• Ensure compliance with IT security policies.
• Provide 24/7 technical support on a shift basis.
• Maintain logs and report security concerns.
• Assist the service desk team with daily technical activities.

Skills

Customer service

Communication

Troubleshooting

Teamwork

24/7 shift readiness

Problem solving

On-site and remote support

Education

High School Diploma

IT-related degree preferred

Job description

The Service Desk Technician provides first-level and some second-level IT support to users through phone, email, live chat, and walk-in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on-site and remote users.

Key Responsibilities

• Respond to IT support requests via telephone, email, live chat, and walk-ins.

• Provide first-level and basic second-level technical support to users.

• Troubleshoot and resolve hardware, software, network, and connectivity issues.

• Support on-site and remote users.

• Set up new user accounts and perform password resets.

• Escalate complex technical issues to second-line support teams.

• Track and follow up on unresolved support requests until closure.

• Assist with software installation and troubleshooting.

• Maintain and update service desk records and web pages.

• Ensure compliance with IT security policies and procedures.

• Provide 24/7 technical support on a shift basis.

• Maintain issue logs and report administrative and security concerns.

• Support the service desk team with daily technical activities.

• High School Diploma; a Degree in an IT-related discipline is preferred.

• Minimum 3 years of experience as an IT Service Desk Analyst or in a similar role.

• Strong computer and technical troubleshooting skills.

• Familiarity with Windows, Mac, and Linux operating systems.

• Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting.

• Good customer service and communication skills.

• Ability to troubleshoot and resolve user technical issues.

• Good teamwork and problem-solving abilities.

• Ability to work in a 24/7 shift-based environment.