IT Officer

About the role

We are seeking an IT Officer to deliver first‑line telephone support and second‑line desk‑side assistance for our Riyadh office. The role involves logging incidents, troubleshooting hardware and software issues, and maintaining clear communication with users throughout the resolution process.

Key responsibilities

• Provide first‑line telephone support and second‑line desk‑side assistance for incident resolution.
• Record all assistance requests in the Assist call‑logging system and use appropriate resources to resolve incidents.
• Respond to calls within agreed OLAs and pass unresolved issues to third‑line teams (network, email, web, server).
• Keep customers informed about the status of their calls and monitor escalated tickets.
• Build and maintain strong customer relationships and develop a detailed understanding of supported business units.
• Complete assigned tasks and projects by agreed deadlines.

Required profile

• Experience supporting Microsoft Office applications and PC hardware/peripherals.
• Customer service background with excellent telephone etiquette.
• Fluent in Arabic (written and spoken).
• Ability to work well under pressure and meet defined performance metrics.
• Strong communication skills and a collaborative, team‑oriented attitude.
• Eagerness to learn new technologies and share knowledge with colleagues.

Required skills

• Microsoft Office suite
• PC hardware
• Peripheral devices