Help Desk Specialist

About the Role

Axelerated Solutions is seeking a Help Desk Specialist to join our team in Al Madinah, Saudi Arabia. This full-time position is ideal for individuals with 0-1 years of experience who are motivated and customer-oriented. The role focuses on providing first-level IT support, troubleshooting technical issues, and ensuring the smooth operation of IT systems and services across various locations including Medina, Hail, Abha, Tabuk, Arar, and Najran.

Role Purpose

The Help Desk Specialist will be responsible for maintaining high service quality and meeting agreed Service Level Agreements (SLAs) by delivering efficient technical assistance. This involves addressing user issues promptly and escalating complex problems to ensure continuous IT service delivery and user satisfaction.

Key Responsibilities

• Provide Level 1 (L1) technical support through various channels including phone, email, remote sessions, and on-site assistance.
• Troubleshoot issues related to hardware, software, operating systems, network connectivity, and peripheral devices.
• Install, configure, and maintain IT equipment such as desktops, laptops, and printers.
• Support common software environments including Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams.
• Perform basic Active Directory administration, including user account management, password resets, and access permissions.
• Log, categorize, prioritize, track, and resolve incidents and service requests using ITSM tools.
• Monitor tickets to ensure timely resolution in accordance with agreed SLAs and escalate complex issues to second-level support teams.
• Assist with IT asset inventory management, equipment deployment, and software installations.
• Troubleshoot basic network issues including LAN, Wi-Fi, VPN, DNS, DHCP, and general network connectivity.
• Maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Adhere to IT security policies, operational procedures, and ITIL best practices.
• Coordinate with technical teams to ensure service continuity and high customer satisfaction.

Experience and Qualifications

• 0-1 years of experience in an IT support or help desk role.
• Demonstrated customer service orientation.
• Ability to troubleshoot a range of technical issues effectively.

Work Environment

This is a full-time position based in Al Madinah, Saudi Arabia, with responsibilities extending to various cities including Medina, Hail, Abha, Tabuk, Arar, and Najran. The role requires a proactive approach to IT support within a dynamic environment.

Application Process

Interested candidates are encouraged to apply. Salary details will be discussed during the interview process.