IT Service Desk Support Specialist

About the role

ABIS is hiring an IT Service Desk Support Specialist for its HR department, based on site in Al Jubail. The specialist acts as the first point of contact for IT incidents, service requests and enquiries, following ITIL processes and SLAs.

Key responsibilities

• Receive incidents, service requests and enquiries by phone, email or ticketing system and log, categorise, prioritise and track them in the ITSM tool according to ITIL Incident and Request Management
• Resolve or escalate tickets within agreed SLA timelines
• Perform first-level troubleshooting for hardware, software, network and application issues, and escalate unresolved incidents to Level 2/3 support with full documentation
• Contribute to root cause analysis and problem management to reduce recurring incidents
• Process standard service requests such as access requests, password resets, software installations and equipment provisioning, and support Change Management by documenting and coordinating minor/standard changes
• Draft professional English emails for user updates, escalations and management reporting, and prepare daily/weekly reports on ticket volume, SLA compliance and aging tickets
• Maintain the knowledge base with troubleshooting guides and FAQs, document SOPs, and recommend improvements to support Service Improvement initiatives

Required profile

• 5-8 years of hands-on IT support or service desk experience
• ITIL Foundation (v3/v4) certification or equivalent working knowledge
• Excellent written English for professional email correspondence
• Strong customer service orientation and ability to work under SLA pressure

Required skills

• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
• Familiarity with ITSM tools such as ServiceNow or ManageEngine