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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh
Join Qiddiya Investment Company as a Specialist - IT Services Management! We are looking for a knowledgeable and detail-oriented professional to enhance our IT service delivery capabilities. This critical role ensures that IT services meet business needs, follow best practices, and maintain high levels of customer satisfaction.

Responsibilities:
  • Provide first-level technical support for hardware, software, and network issues.
  • Escalate unresolved technical issues to the appropriate support levels (L2/L3).
  • Monitor and manage IT help desk tickets, ensuring timely resolution.
  • Prioritize incidents based on severity (P1/P2/P3/P4) and impact on operations.
  • Follow up on open tickets and ensure proper documentation of resolutions.
  • Ensure ITSM processes align with KPIs and SLAs to maintain service quality.
  • Identify areas of improvement and propose enhancements to IT service workflows.
  • Act as a point of contact between IT teams and business stakeholders.
  • Facilitate communication across departments to ensure smooth issue resolution.
  • Regularly review ticket queues and follow up on pending requests.
  • Ensure compliance with SLA timelines by tracking issue progress.
  • Generate reports on IT help desk performance, including ticket trends, response times, and resolution rates.
  • Monitor IT service desk operations and ensure adherence to industry best practices.
  • Manage IT assets, including tracking, allocation, and maintenance.
Requirements:
  • Bachelor's degree in Computer Science or a related field.
  • 2 to 3 years of experience in IT services and help desk support.

Requirements

  • No experience required

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