IT Service Desk Specialist

About the Role

SGS - Saudi Ground Services is seeking an IT Service Desk Specialist to join their team in Jeddah. This full-time role is responsible for providing first-level technical support and assistance to all SGS employees regarding computer systems, hardware, and software. The specialist will address queries, perform diagnostic programs, identify problems, and implement effective solutions.

Key Responsibilities

• Contribute to and implement the annual Helpdesk Operating Plan, aligning with SGS’s IT strategy.
• Assist in developing, updating, and implementing an incident handling process to ensure SLAs are met, escalated, and assessed effectively.
• Process level 1 IT requests and issues efficiently and in a timely manner.
• Prioritize IT-related issues for end-users based on their severity.
• Contribute to the efficient escalation of issues to level 2 and level 3 IT teams when necessary.
• Ensure constant communication and coordination within SGS to satisfy support requirements.
• Develop and maintain an up-to-date and comprehensive log of IT requests and issues.
• Deliver IT services to end-users, including help desk support, service maintenance, service management, special airport systems, network and communications, systems and database/datacenter, and physical security systems.
• Contribute to operating IT infrastructure solutions and manage day-to-day operational activities in line with defined policies, processes, and service level agreements.
• Implement the installation and resolution of hardware problems.
• Deliver end-user hardware (computers, laptops, tablets, etc.) and applications (email, calendar, directory tools, word processing software, etc.) across SGS’s HQ and airports.
• Contribute to executing Disaster Recovery for the IT function in line with corporate initiatives.
• Implement appropriate Business Continuity Management measures to counteract interruptions to business activities.
• Assist in managing vendor providers in coordination with IT Strategy.

Experience and Qualifications

Candidates should possess 4-6 years of relevant experience in IT service desk or technical support roles. The role requires a strong understanding of computer systems, hardware, and software to effectively diagnose and resolve technical issues.

Work Environment

This is a full-time position based in Jeddah, focusing on providing essential IT support across SGS operations, including its headquarters and airport locations.