Service Desk Technician (Saudi Arabia)

About this role

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.

Requirements

• 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.