Senior Service Desk Analyst📣 Job Ad

About Awan Solutions and the Role

Awan Solutions For Information and Technology is seeking a Senior Service Desk Analyst to join their team in Al Khobar, Eastern Province. This full-time position is central to ensuring seamless IT operations and user support within the organization.

Role Overview

The Senior Service Desk Analyst serves as the Single Point of Contact (SPOC) for all IT incidents and service requests. This role demands a candidate with strong end-to-end ownership of incidents and the technical expertise to lead problem resolution rather than simply escalating issues to higher tiers.

Key Responsibilities

• Log, categorize, and prioritize tickets accurately within the ITSM platform.
• Provide first-line troubleshooting and support for issues including password resets, account unlocks, M365 problems, and application, printer, and workstation support.
• Ensure First Contact Resolution (FCR) and manage incidents in adherence to established Service Level Agreements (SLAs).
• Process standard service requests, such as account creation, access provisioning, and software/hardware requests.
• Monitor service desk queues and infrastructure alerts to proactively identify and address potential issues.
• Escalate complex issues to L3 teams, ensuring comprehensive troubleshooting notes are provided.
• Keep users informed on the status of their requests and confirm resolution before ticket closure.
• Maintain and update knowledge articles, and conduct structured shift handovers to ensure 24/7 operational continuity.

Required Qualifications

• A minimum of 5 to 10 years of experience in an IT service desk or similar support role.
• Demonstrated strong ownership of incidents, managing them effectively from initial report to final resolution.
• Proven technical depth to lead troubleshooting efforts and resolve issues independently, minimizing the need for escalation.

Work Details

This is a full-time position based in Al Khobar. The salary range for this role is SAR 7,500 to SAR 11,250, commensurate with experience and qualifications.

Application Information

Awan Solutions For Information and Technology is dedicated to fostering a skilled and dedicated team. Qualified candidates who meet the outlined requirements are encouraged to apply.