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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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About Arabian Oud:
Established in 1982, Arabian Oud is the largest fragrance manufacturer and retailer globally, specializing in incense and perfumes. With over 35 years of expertise, we embody the essence of luxury in our products. Join us and become part of our journey in spreading rich Eastern culture through exquisite scents!

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