IT Service Desk Support Specialist

About the Role

Abdullah A. Al-Barrak & Son Co. is seeking an IT Service Desk Support Specialist to join their team in Al Jubayl, Saudi Arabia. This full-time role involves acting as the primary point of contact for IT-related support, ensuring efficient resolution and escalation of technical issues.

Key Responsibilities

• Serve as the first point of contact for all IT incidents, service requests, and inquiries received via phone, email, or the ticketing system.
• Log, categorize, prioritize, and track all tickets within the ITSM tool, adhering to ITIL Incident and Request Management processes.
• Ensure timely resolution or escalation of tickets within agreed Service Level Agreement (SLA) timelines.
• Perform first-level troubleshooting for hardware, software, network, and application issues.
• Escalate unresolved incidents to Level 2/3 support or relevant technical teams with comprehensive documentation.
• Contribute to root cause analysis and problem management efforts to minimize recurring incidents.
• Process standard service requests, including access requests, password resets, software installations, and equipment provisioning, in line with ITIL Request Fulfillment guidelines.
• Support Change Management by documenting and coordinating minor or standard changes.
• Draft clear and professional email correspondence in English for user updates, escalations, and management reporting.
• Maintain consistent end-user communication throughout the ticket lifecycle, including acknowledgment, progress updates, and resolution confirmation.
• Prepare daily and weekly service desk performance reports, covering ticket volume, SLA compliance, and aging tickets.
• Maintain and update the knowledge base with troubleshooting guides and frequently asked questions (FAQs).
• Document recurring issues and standard operating procedures (SOPs).
• Identify trends in recurring issues and recommend proactive solutions.
• Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in an IT service desk or support role.
• Strong customer service orientation.
• Ability to work effectively under SLA pressure.

Work Environment

This is a full-time position based in Al Jubail, Saudi Arabia, within a professional IT support environment.