Service Desk Technician

About the Role

Eram Talent is seeking a Service Desk Technician to provide essential first and second-level IT support. This full-time position is based in Jeddah, Makkah, Saudi Arabia, and involves assisting users through various channels including phone, email, live chat, and walk-in services. The role focuses on resolving technical issues, managing user queries, and ensuring timely support for both on-site and remote users.

Key Responsibilities

• Respond to IT support requests received via telephone, email, live chat, and walk-ins.
• Provide first-level and basic second-level technical support to users.
• Troubleshoot and resolve issues related to hardware, software, network, and connectivity.
• Support both on-site and remote users effectively.
• Set up new user accounts and perform password resets as required.
• Escalate complex technical issues to second-line support teams for resolution.
• Track and follow up on unresolved support requests until their closure.
• Assist with software installation and troubleshooting processes.
• Maintain and update service desk records and web pages.
• Ensure compliance with IT security policies and procedures.
• Provide 24/7 technical support on a shift basis.
• Maintain issue logs and report administrative and security concerns.
• Support the service desk team with daily technical activities.

Qualifications and Experience

• High School Diploma is required; a Degree in an IT-related discipline is preferred.
• Minimum of 3 years of experience as an IT Service Desk Analyst or in a similar role.

Required Skills

• Strong computer and technical troubleshooting skills.
• Familiarity with Windows, Mac, and Linux operating systems.
• Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting principles.
• Good customer service and communication skills.
• Proven ability to troubleshoot and resolve user technical issues.
• Effective teamwork and problem-solving abilities.
• Ability to work in a 24/7 shift-based environment.

Work Environment

This role operates in a dynamic IT support environment, requiring flexibility to work on a 24/7 shift basis to ensure continuous technical assistance for all users.

Application Process

Interested candidates with the required qualifications and experience are encouraged to apply for this Service Desk Technician position with Eram Talent.