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IT Global Service Center Representative – Service Desk

Position Title: IT Global Service Center Representative – Service Desk
Location: Saudi Arabia
Education: Bachelor’s degree in Information Technology, Computer Science, or related field
Experience: 1–5 years (Service Desk or IT support experience; leadership experience preferred)
Monthly Salary Package: 8,000 SAR

Qualifications:

  • Proven experience in IT Service Desk or first-line support environment
  • Strong knowledge of IT domains: Computing, Conferencing, ERP, Applications, Telephony, Information Management, and Mobility
  • Familiarity with IT ticketing systems (SSRS, BMC Remedy)
  • Very good command of English and Arabic
  • Excellent interpersonal, verbal, and written communication skills
  • Knowledge of ITIL and Service Desk operational best practices
  • Leadership experience in a Service Desk environment (preferred)
  • Ability to work under pressure and resolve issues efficiently

Language Requirements: English & Arabic

Responsibilities:

  • Perform daily, weekly, monthly, and yearly Service Desk operational tasks
  • Act as first-line support for all IT domains and resolve customer issues reported via calls, emails, or ticketing system
  • Troubleshoot, communicate with customers, and escalate cases to 2nd line support as necessary
  • Apply predefined 1st level fixes according to IT cookbooks
  • Serve as IT contact for general inquiries related to IT systems
  • Resolve VIP user issues following process and procedures
  • Update and create work instructions, fixes, and troubleshooting guides
  • Handle IT interruption processes (emergency, planned, and unplanned) and critical global processes
  • Follow up on escalations and participate in global escalation procedures
  • Engage with the Global Service Desk Operation Excellence team for service transitioning, departmental projects, and major IT initiatives
  • Complete all required training and pass annual assessments
  • Maintain and improve service delivery quality standards
  • Fulfill issues/services promptly to avoid unnecessary escalations while adhering to OLA

Work Pattern: In person
Interview: Remote