Specialist - IT Services Management

Qiddiya | ?; Saudi Arabia; On-site; SAR 30,000 - 70,000; Full time

Job summary

An innovative organization is seeking a dedicated Specialist in IT Services Management to enhance their IT operations. This role involves overseeing service management processes, ensuring optimal delivery of IT services while collaborating with various business units. The ideal candidate will have a strong background in IT service management, a solid understanding of the ITIL framework, and excellent interpersonal skills to facilitate communication across departments. This position offers the opportunity to make a significant impact on the efficiency and effectiveness of IT services within the organization.

Benefits

Comprehensive compensation package

Health insurance

Professional development opportunities

Qualifications

• 3+ years of experience in IT service management or related areas.
• Strong understanding of ITIL framework and service management principles.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Monitor and manage IT help desk tickets, ensuring timely resolution.
• Generate reports on IT help desk performance and ticket trends.

Skills

IT Service Management

Technical Support

ITIL Framework

Interpersonal Skills

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Job description

Qiddiya Investment Company - Specialist - IT Services Management

Qiddiya Investment Company is seeking a dedicated and talented Specialist - IT Services Management to join our dynamic IT team. The individual in this role will be responsible for overseeing IT service management processes, ensuring the optimal delivery of IT services aligned with organizational objectives. This position requires a blend of technical expertise and strong interpersonal skills to foster collaboration between IT and business units.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues
• Escalate unresolved technical issues to the appropriate support levels (L2/L3)
• Monitor and manage IT help desk tickets, ensuring timely resolution
• Prioritize incidents based on severity (P1/P2/P3/P4) and impact on operations
• Follow up on open tickets and ensure proper documentation of resolutions
• Ensure ITSM processes align with KPIs and SLAs to maintain service quality
• Identify areas for improvement and propose enhancements to IT service workflows
• Act as a point of contact between IT teams and business stakeholders
• Facilitate communication across departments to ensure smooth issue resolution
• Regularly review ticket queues and follow up on pending requests
• Ensure compliance with SLA timelines by tracking issue progress
• Generate reports on IT help desk performance, including ticket trends, response times, and resolution rates
• Monitor IT service desk operations and ensure adherence to industry best practices
• Manage IT assets, including tracking, allocation, and maintenance

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 3 years of experience in IT service management or related areas
• Strong understanding of ITIL framework and service management principles

Benefits

Offering a comprehensive compensation and benefits package.