Overview
Information Technology Service Desk Jobs in Riyadh, Saudi Arabia at Systems Arabia
Title: Information Technology Service Desk
Company: Systems Arabia
Location: Riyadh, Saudi Arabia
Position Overview
We are looking for a motivated Service Desk Agent to join our IT support team. The ideal candidate will provide first-level technical support to end-users, troubleshoot IT-related issues, and ensure timely resolution of incidents and service requests while delivering an excellent customer support experience.
Responsibilities
- Provide first-line technical support for hardware, software, network, and application-related issues.
- Log, categorize, prioritize, and resolve incidents and service requests in accordance with established SLAs.
- Diagnose and troubleshoot common IT issues using remote support tools and standard troubleshooting procedures.
- Escalate complex or unresolved issues to the appropriate Level 2 or specialized support teams.
- Maintain accurate documentation of incidents, resolutions, and user interactions within the service management system.
- Communicate effectively with end-users by providing timely updates and ensuring a high level of customer satisfaction.
- Assist with user account management, password resets, and basic system administration tasks.
- Contribute to the knowledge base by documenting recurring issues and solutions.
Requirements
- 2–3 years of experience in an IT Service Desk, Help Desk, or Technical Support role.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong knowledge of Windows operating systems, Microsoft Office 365, and common desktop applications.
- Basic understanding of networking concepts, Active Directory, and IT support best practices.
- Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing systems is an advantage.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to prioritize tasks, work under pressure, and manage multiple support requests simultaneously.
- ITIL Foundation certification is a plus.
- Saudi Nationals are encouraged to apply
