Summary
Saudi Ground Services is hiring an IT Service Desk Specialist in Jeddah. The role provides first-level technical support to employees, resolves and prioritizes IT requests, maintains issue logs, and escalates cases to higher-level teams when needed. Duties also include supporting hardware, software, networks and IT infrastructure, and contributing to disaster recovery and business continuity activities. Applicants need a relevant bachelor’s degree, 4–6 years of related experience, and English language skills.
The posting
As published on saudiags.com. Pulled from the employer's site and shown as they wrote it.
GENERAL INFORMATION
Job Title: IT Service Desk Specialist
Function: Finance
Department: Information Technology
Section: IT Operations
REPORTING AND INTERACTION LINES
Reports to:
- IT Service Desk Sr. Specialist
Supervises:
- IT Service Desk Officer
JOB DESCRIPTION
ROLE PURPOSE
This role main responsibilities to provide first level support and technical assistance and support related to all SGS employees with computer, systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
ROLES & RESPONSIBILITIES
Operational
- Contribute and implement an annual Helpdesk Operating Plan, in line with SGS’s IT strategy
- Assist in the development, updating, and implementation of an incident handling process to ensure that SLAs are being met, escalated, and assessed effectively
- Undertake the effective and efficient process of level 1 IT requests and issue in a timely manner
- Prioritise IT-related issues faced by end-users based on their severity
- Contribute the efficient escalation to level 2 and level 3 IT teams when necessary
- Oversee and ensure constant communication and coordination within SGS to satisfy support requirements
- Develop and maintain of an up-to-date and comprehensive log of IT requests and issues.
- Deliver IT services to end user (help desk, service maintenance, service management, special airport systems, network and communications, systems and database/ datacenter, physical security systems)
- Contribute in operate IT infrastructure solutions and manage and execute day to day operational activities in line with defined policies, processes, and service level agreements
- Implement the installation and resolution of hardware problems
- Deliver end-user hardware (computers, laptops, tablet, etc.) and applications (email, calendar, directory tools, word processing software, etc.) in SGS’s HQ and airports
- Contribute in execute Disaster Recovery for the IT function in line with corporate initiative
- Implement appropriate level of Business Continuity Management measures for counteracting interruptions to business activities.
- Assist management of vendor providers in coordination with IT Strategy.
JOB REQUIREMENTS
QUALIFICATIONS
Minimum Education Required
- Minimum of a bachelor’s degree in a relevant field is required e.g., Computer Science or Management Information Systems
Professional Certifications Required
- Not Applicable
EXPERIENCE
Years of experience
- Minimum of 4 – 6 years in relevant field or similar job.
LANGUAGES
Language
Proficiency Level
Beginner
Intermediate
Advanced
1
English
x
COMPETENCIES
Core Competencies
1
Customer Centric: Building strong customer relationships and delivering customer-centric solutions
2
Takes Initiative: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
3
Accountable: Holding self and others accountable to meet commitments
4
Collaborative: Building partnerships and working collaboratively with others to meet shared objectives
5
Communicative: Developing and delivering effective communications that convey a clear understanding of the unique needs of different audiences
6
Trustworthy: Gaining the confidence and trust of others through honesty, integrity, and authenticity