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.
