IT Service Specialist📣 Job Ad

About the Role

SADAFCO is seeking an IT Service Specialist to join their team in Jeddah. This full-time position requires 2-4 years of experience and focuses on delivering high-quality, customer-centric IT support across various SADAFCO locations, including offices, warehouses, and manufacturing sites. The role acts as a key liaison between the IT department and business users, ensuring efficient management of IT incidents and service requests in line with ITIL v4, ISO/IEC 20000, and ISO 27001 standards.

Key Responsibilities

The IT Service Specialist will be responsible for a range of duties to ensure the smooth operation of IT services. This includes acting as the Single Point of Contact (SPOC) for all IT-related incidents and service requests, providing technical support for end-user devices, Microsoft 365, and various business applications. The role involves delivering both remote and onsite support, maintaining high levels of customer satisfaction through professional communication, and ensuring all tickets are logged, categorized, prioritized, and tracked within the Service Desk Portal. Resolution of incidents must align with defined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), with timely escalation of issues as per the support matrix. Accurate documentation of troubleshooting steps and resolutions is essential.

Business Application and System Support

This role includes providing user-level support for critical business applications such as ERP, WMS, attendance, and other operational systems. Responsibilities extend to maintaining master data updates following verified approvals and coordinating with application teams for advanced troubleshooting when necessary. The IT Service Specialist will also contribute to the improvement of IT services by identifying recurring issues and proposing service enhancement initiatives, as well as supporting ITSM process optimization aligned with ITIL v4 best practices.

Asset Management and Compliance

Maintaining accurate IT asset inventory records is a key aspect of this position. The IT Service Specialist will support the processes for hardware deployment, replacement, and retirement, ensuring adherence to all asset management policies. Furthermore, the role requires strict compliance with ISO 27001 information security practices, including the protection of sensitive business data, following access control procedures, and promptly reporting any suspected security incidents. Secure handling of endpoints and user credentials is also a critical responsibility.

Knowledge Management and Collaboration

The IT Service Specialist will develop and maintain knowledge base articles and self-service documentation to empower end-users. Contributions to service catalog updates and knowledge repository improvements are expected. This role necessitates professional and proactive communication with end-users and close collaboration with various IT teams, including IT Systems, IT/OT Network & Security, and Application teams. Support for manufacturing and warehouse users with business-critical systems is a significant component of the role.

Qualifications and Experience

Candidates should possess 2-4 years of relevant experience in IT support or a similar customer-facing IT role. A strong understanding of ITIL v4 service management practices and ISO 27001 security requirements is essential. Familiarity with end-user devices, Microsoft 365, ERP, and WMS systems is required. The ability to manage incidents and service requests efficiently, maintain accurate records, and communicate effectively with technical and non-technical stakeholders is crucial for success in this position.