Systems Arabia تعلن عن وظيفة مكتب خدمة تقنية المعلومات في الرياض

Position Overview

We are looking for a motivated Service Desk Agent to join our IT support team. The ideal candidate will provide first-level technical support to end-users, troubleshoot IT-related issues, and ensure timely resolution of incidents and service requests while delivering an excellent customer support experience.

Responsibilities

• Provide first-line technical support for hardware, software, network, and application-related issues.
• Log, categorize, prioritize, and resolve incidents and service requests in accordance with established SLAs.
• Diagnose and troubleshoot common IT issues using remote support tools and standard troubleshooting procedures.
• Escalate complex or unresolved issues to the appropriate Level 2 or specialized support teams.
• Maintain accurate documentation of incidents, resolutions, and user interactions within the service management system.
• Communicate effectively with end-users by providing timely updates and ensuring a high level of customer satisfaction.
• Assist with user account management, password resets, and basic system administration tasks.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Requirements

• 2-3 years of experience in an IT Service Desk, Help Desk, or Technical Support role.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong knowledge of Windows operating systems, Microsoft Office 365, and common desktop applications.
• Basic understanding of networking concepts, Active Directory, and IT support best practices.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing systems is an advantage.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize tasks, work under pressure, and manage multiple support requests simultaneously.
• ITIL Foundation certification is a plus.
• Saudi Nationals are encouraged to apply