Specialist - IT Services Management

Qiddiya Investment Company is seeking a knowledgeable and detail-oriented Specialist - IT Services Management to enhance our IT service delivery capabilities. This role is critical in ensuring that IT services are aligned with business needs, follow best practices, and maintain high customer satisfaction. The IT Services Management Specialist will serve as a bridge between IT and business stakeholders, emphasizing service quality and continuous improvement.

Responsibilities

1. Provide first-level technical support for hardware, software, and network issues.
2. Escalate unresolved technical issues to support levels L2/L3.
3. Monitor and manage IT help desk tickets, ensuring timely resolution.
4. Prioritize incidents based on severity (P1/P2/P3/P4) and operational impact.
5. Follow up on open tickets and document resolutions properly.
6. Ensure ITSM processes meet KPIs and SLAs to maintain service quality.
7. Identify improvement areas and propose workflow enhancements.
8. Act as a liaison between IT teams and business stakeholders.
9. Facilitate departmental communication for smooth issue resolution.
10. Regularly review ticket queues and pending requests.
11. Track issue progress to ensure SLA compliance.
12. Generate performance reports on help desk activities, including ticket trends, response times, and resolution rates.
13. Monitor IT service desk operations, ensuring adherence to industry best practices.
14. Manage IT assets, including tracking, allocation, and maintenance.

Desired Candidate Profile

• Bachelor's degree in Computer Science or a related field.
• 2 to 3 years of experience in IT services and help desk support.

Company Industry

• Entertainment
• Recreation
• Theme Parks

Department / Functional Area

• IT Software

Keywords

• Specialist - IT Services Management

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