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 Jubail, Eastern Province. This full-time role serves as the initial point of contact for all IT-related incidents, service requests, and inquiries, ensuring efficient support and resolution within established timelines.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents, service requests, and inquiries received via phone, email, or ticketing system.
• Log, categorize, prioritize, and track all tickets in the ITSM tool in accordance with ITIL Incident and Request Management processes.
• Ensure incidents and requests are resolved or escalated 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 complete documentation.
• Process standard service requests, including access requests, password resets, software installations, and equipment provisioning, following ITIL Request Fulfillment guidelines.
• Draft clear and professional email correspondence in English for user updates, escalations, and management reporting.
• Maintain end-user communication throughout the ticket lifecycle, providing acknowledgments, progress updates, and resolution confirmations.
• 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 FAQs, and document recurring issues and standard operating procedures (SOPs).

Qualifications and Experience

• 5–8 years of hands-on IT support or service desk experience.
• Strong knowledge of ITIL processes, including Incident, Request, Problem, and Change Management.
• Excellent written English communication skills for professional email correspondence.
• Familiarity with ITSM tools such as ServiceNow or ManageEngine.
• Strong customer service orientation and the ability to perform effectively under SLA pressure.

Certifications

• ITIL Foundation (v3/v4) certified or equivalent working knowledge.

Continuous Improvement

The specialist will contribute to root cause analysis and problem management to reduce recurring incidents. This includes identifying trends in recurring issues and recommending proactive solutions, as well as supporting ITIL-aligned Service Improvement initiatives to enhance service desk efficiency.

Application Process

Candidates who meet the above requirements are encouraged to apply for this full-time position.