# IT Service Desk Support Specialist

> ABIS · Al Jubail, Saudi Arabia · Full-time · Posted 2026-09-14

**Workplace:** on_site

**Department:** ABIS / HR

## Description

**Roles & Responsibilities:**

1.  **Service Desk Operations**

-   Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system
-   Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes
-   Ensure tickets are resolved or escalated within agreed SLA timelines

3.  **Incident & Problem Management**

-   Perform first-level troubleshooting for hardware, software, network, and application issues
-   Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation
-   Contribute to root cause analysis and problem management to reduce recurring incidents

5.  **Change & Request Fulfillment**

-   Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines
-   Support Change Management by documenting and coordinating minor/standard changes

7.  **Communication & Reporting**

-   Draft clear, professional email correspondence in English for user updates, escalations, and management reporting
-   Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation)
-   Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets)

9.  **Knowledge & Documentation**

-   Maintain and update the knowledge base with troubleshooting guides and FAQs
-   Document recurring issues and standard operating procedures (SOPs)

11.  **Continuous Improvement**

-   Identify trends in recurring issues and recommend proactive solutions
-   Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency

**Key Skills:**

-   5–8 years hands-on IT support/service desk experience
-   Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
-   Excellent written English communication skills for professional email correspondence
-   Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure

## Requirements

**Key Skills:**

-   5–8 years hands-on IT support/service desk experience
-   Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
-   Excellent written English communication skills for professional email correspondence
-   Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure  

**Certification:** ITIL Foundation (v3/v4) certified or equivalent working knowledge

## Apply

[Apply at ABIS](https://apply.workable.com/abis/j/ABD49286EF/apply)

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