Help Desk

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT sector, providing integrated technology solutions that support organizations in digital transformation and operational efficiency. The company offers end-to-end solutions through its specialized business units and market expertise.

The Role of Help Desk

2P Perfect Presentation is seeking a Help Desk professional to join their team in Dammam, Eastern Region. This full-time role involves providing front-line IT support, ensuring the timely resolution of technical incidents and service requests. The Help Desk will serve as the primary point of contact for end-users, managing IT incidents and service requests in line with established IT support and ITIL-based processes. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Receive, log, categorize, and prioritize IT incidents and service requests.
• Provide first-line technical support to end-users.
• Troubleshoot common hardware, software, account access, and network connectivity issues.
• Assist users with password resets, account access, and basic system configuration.
• Resolve incidents within agreed Service Level Agreements (SLAs) when possible.
• Escalate unresolved or complex issues to the appropriate support teams.
• Track incidents and service requests using the IT ticketing system.
• Maintain accurate documentation of reported issues and resolutions.
• Communicate clearly with users regarding incident status and resolution.
• Follow established ITIL processes and Service Desk procedures.
• Support knowledge-base updates and documentation of recurring solutions.
• Coordinate with infrastructure, application, network, and security teams as required.

Qualifications and Experience

• High school diploma, associate degree in IT, bachelor’s degree, or a relevant technical qualification.
• 1–5 years of experience in a Service Desk, Help Desk, Technical Support, or a related role.
• Basic knowledge of computer hardware, software, and network connectivity.
• Familiarity with IT ticketing systems and incident management.
• A good understanding of ITIL concepts and service management processes is preferred.

Required Skills

• Strong troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Ability to communicate technical information clearly to non-technical users.