Information Technology Service Desk Agent

Position Overview

We are seeking a dedicated Service Desk Agent to join our IT support team. The successful candidate will deliver first-level technical support to users, troubleshoot IT problems, and ensure prompt resolution of incidents and service requests while maintaining excellent customer service standards.

Responsibilities

• Deliver initial technical assistance for hardware, software, network, and application issues.
• Record, categorize, prioritize, and resolve incidents and service requests following defined service level agreements.
• Use remote support tools and standard methods to diagnose and fix common IT problems.
• Escalate complicated or unresolved cases to Level 2 or specialized technical teams.
• Keep comprehensive documentation of incidents, solutions, and user communications in the service management system.
• Effectively communicate with end-users by providing timely updates and ensuring high customer satisfaction.
• Support user account management, including password resets and basic system administration activities.
• Help expand the knowledge base by documenting repetitive issues and their resolutions.

Requirements

• Experience of 2 to 3 years in IT Service Desk, Help Desk, or Technical Support roles.
• Bachelor’s degree in Computer Science, Information Technology, or related disciplines.
• Proficiency with Windows OS, Microsoft Office 365, and standard desktop applications.
• Basic knowledge of networking principles, Active Directory, and IT support best practices.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent ticketing tools is beneficial.
• Strong troubleshooting capabilities combined with excellent communication and customer service skills.
• Proven ability to prioritize workload, work efficiently under pressure, and handle multiple support requests at once.
• ITIL Foundation certification is considered an advantage.
• Saudi nationals are particularly encouraged to apply.