Service Desk Specialist

Overview

The Service Desk Specialist provides frontline technical support, resolving L1 IT issues (hardware, software, and network) for employees and clients. This role ensures SLA compliance for ticket resolution while maintaining strict adherence to KSA cybersecurity standards (NCA, SAMA). Technical Support & Troubleshooting

Resolve L1 tickets (planning & design requests, implementation requests, support requests, application deployment) via phone, email, or chat Escalate complex issues to L2 / L3 teams or application support team leads with detailed documentation Support Microsoft 365, VPN, and SaaS applications User & Device Management

Configure and troubleshoot laptops, printers, and mobile devices Manage Active Directory user accounts, passwords, and permissions Documentation & Knowledge Sharing

Update IT knowledge base with solutions Document recurring issues for root-cause analysis Stakeholder Communication

Communicate outage and preventive / corrective maintenance alerts to users Special Projects

Provide support on cross-functional projects Collaborate with other teams to align projects with KSA regulatory requirements (SAMA, NCA) Ensure projects are delivered on time, within budget, and with zero service disruptions Qualifications

Bachelor’s degree in Computer Engineering, IT, or Diploma in IT, Computer Science, or related technical field. 1+ years in helpdesk, technical support, or IT internship. Knowledge in Active Directory and Computer Hardware / Software. Seniority level

Entry level Employment type

Full-time Job function

Information Technology Industries

IT Services and IT Consulting

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