Senior Service Desk Officer

About the Role

Alkhorayef Industries Company is seeking a Senior Service Desk Officer to join our team in Makkah, with operations covering Jeddah and Makkah. This full-time role serves as the primary point of contact for technical issues, focusing on maintaining employee and system productivity through timely diagnosis and resolution of hardware, software, networking, and related technical concerns. The position involves day-to-day technical support for company users, adhering to established IT policies and procedures.

Key Responsibilities

• Provide technical support for business users' PCs, laptops, hardware, and software.
• Perform software installations including operating systems, Office suite, Outlook, antivirus, and other applications in compliance with IT policy.
• Execute hardware installations such as PC setup and maintenance, printer, scanner, and driver installations, including printer ink replacement.
• Conduct software troubleshooting for operating systems, Office applications, disk recovery, and resolve issues related to systems, applications, antivirus, and login problems.
• Apply basic networking knowledge, including understanding TCP/IP, DNS, DHCP, and VPN configurations.
• Provide network support by troubleshooting basic connectivity issues, Wi-Fi performance, and cabling.
• Monitor systems for malware, ensure antivirus and security software are active, and educate users on phishing risks.
• Maintain detailed logs of all interactions within a ticketing system and create "How-To" guides for common technical issues.

Policies and Procedures Adherence

• Follow all relevant IT policies, processes, standard operating procedures, and instructions to ensure consistent work execution.
• Contribute to identifying opportunities for continuous improvement in systems, processes, and practices, considering leading practices, business process enhancement, cost reduction, and productivity improvement.
• Promote the implementation and adherence to policies, processes, and operating procedures among colleagues within the company.

Safety, Health, and Environment Compliance

• Comply with all relevant safety, health, and environmental management policies, procedures, and controls to maintain a healthy and safe work environment.
• Participate in incident and accident investigations as required, in line with agreed safety, health, and environment policies, procedures, and controls.
• Report on changes within Alkhorayef Industries Company that impact relevant safety, health, and environmental management policies, procedures, and controls.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience in a service desk or technical support role. A strong understanding of IT infrastructure, software, and hardware troubleshooting is essential for this position.

Work Environment

This is a full-time position based in Makkah, supporting operations across Jeddah and Makkah. The role requires active engagement within a dynamic IT support environment.