IT Global Service Center Representative - Service Desk

About the role

An IT Global Service Center is looking for a Service Desk representative to work in Saudi Arabia. The role covers first-line support across IT domains, handling customer issues by call, email or ticketing system, and working closely with the Global Service Desk Operation Excellence team. The work pattern is in person, with a remote interview.

Key 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 the ticketing system
• Troubleshoot, communicate with customers and escalate cases to 2nd line support when needed
• Apply predefined 1st-level fixes according to IT cookbooks
• Serve as IT contact for general inquiries about IT systems and 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 take part in global escalation procedures
• Engage with the Global Service Desk Operation Excellence team on service transitions, departmental projects and major IT initiatives
• Complete required training, pass annual assessments, maintain service quality standards and meet OLA targets

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 1-5 years of experience in a Service Desk or IT support environment; leadership experience preferred
• Very good command of English and Arabic
• Ability to work under pressure and resolve issues efficiently

Required skills

• Strong knowledge of computing, conferencing, ERP, applications, telephony, information management and mobility
• Familiarity with IT ticketing systems such as SSRS and BMC Remedy
• Knowledge of ITIL and Service Desk operational best practices