Service Desk Specialist📣 Job Ad

About the Role

Ericsson is seeking a dedicated Service Desk Specialist to join our team in Riyadh, Saudi Arabia. This full-time role places you at the core of the Automation Operations hub, acting as the primary point of contact between Service Delivery teams and other business functions. You will be instrumental in ensuring the seamless operation and alignment of automation initiatives with customer expectations and operational requirements. This opportunity is exclusively open to Saudi nationals, supporting Ericsson's Saudization initiatives.

Key Responsibilities

• Serve as the central coordination point for all Automation Operations activities, liaising between Service Delivery teams and business stakeholders.
• Manage operational communications and notifications concerning incidents, service requests, and changes.
• Coordinate and manage incidents throughout their lifecycle, providing support during major and critical service-impacting events.
• Track, monitor, and report on incidents to ensure timely resolution, appropriate escalation, and clear stakeholder communication.
• Support request fulfillment activities, including logging, categorizing, monitoring, tracking, and ensuring timely closure and documentation of service requests.
• Assist with change management processes, monitor change activities, ensure compliance with procedures, and manage access requests and change-related communications.
• Act as the primary interface for Managed Services customers and their care organizations, and coordinate communications with partners and third-party providers.
• Support regulatory requests and compliance-related activities.
• Serve as the single point of contact for escalated VIP customer complaints when necessary.

Qualifications and Requirements

• BSc in Telecommunications, Computer Science, or an equivalent field.
• 3-5 years of experience in telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.
• Strong understanding of telecom operations, Managed Services, and Service Desk processes.
• Solid knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.
• Experience with ticketing systems, operational support systems, and work order management tools.
• Understanding of telecom network environments, field operations, and service delivery processes.
• Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.
• Ability to coordinate effectively across multiple operational teams in fast-paced environments.
• Strong leadership, coordination, and stakeholder management skills.
• Excellent communication and customer-facing capabilities.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work effectively under pressure and manage critical operational situations.
• Proactive, organized, and results-oriented mindset.
• Strong collaboration and teamwork capabilities, with a willingness to coach and support colleagues.
• Flexible and adaptable to changing operational demands.

Key Skills

• Automation Operations
• Incident Management
• Service Request Fulfillment
• Change Management
• Ticketing Systems
• Operational Support Systems
• Work Order Management
• SLA Management
• KPI Reporting
• Customer Experience Monitoring
• Operational Governance
• Leadership
• Coordination
• Stakeholder Management
• Communication
• Customer-Facing Capabilities
• Analytical Skills
• Troubleshooting
• Problem-Solving
• Teamwork

Work Context

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 2-5 years of relevant experience.