138 Help Desk jobs in Saudi Arabia

We are seeking a skilled IT Helpdesk to maintain and support our IT infrastructure and hardware. The ideal candidate will provide first- and second-level technical support, troubleshoot issues, and ensure smooth operation of hardware, software, and network systems.

• Provide technical support to end-users for hardware, software, and network issues, and productivity applications (e.g., Microsoft Office 365).
• Troubleshoot desktops, laptops, printers, VoIP phones, mobile devices, network, and video conferencing systems.
• Provide remote and in-person support to users, including those working offsite.
• Respond to user requests via phone, email, or chat.
• Install, configure, and maintain IT devices including PCs, laptops, printers, scanners, VoIP phones, routers, switches, and peripherals.
• Document IT processes and maintain asset inventory.
• Ensure compliance with company IT policies and procedures.
• Escalate unresolved issues to higher-level support or relevant departments.
• Create, manage, and deactivate user accounts and permissions using Active Directory, Office 365, Azure AD, and other systems.
• Assist with onboarding/offboarding IT tasks (device provisioning, email setup, permissions, etc.).
• Create basic IT documentation, guides, and tutorials for end-users.
• Self-motivated, organized, and able to prioritize multiple tasks.
• Excellent communication and interpersonal skills.

• Diploma or bachelor’s degree in IT, Computer Science, or related field.
• Proven experience in technical support or IT helpdesk roles.
• Minimum of 2 years of experience.
• Good knowledge of Windows OS, networking basics, and IP configuration.
• Ability to troubleshoot independently.
• Bilingual in Arabic and English; native Arabic speaker preferred.

• Entry level

• Full-time

• Information Technology

• Construction and Broadcast Media Production and Distribution

FAMA Technologies is looking for a Service Desk Manager to lead the IT support team and ensure the efficient resolution of technical issues while delivering exceptional customer service.

The ideal candidate will be responsible for overseeing the daily operations of the service desk, monitoring performance, and implementing best practices to continuously improve IT support services. This role will require strong leadership, problem-solving skills, and a focus on enhancing the overall support experience for clients and internal teams.

• Manage day-to-day operations of the service desk team
• Ensure timely resolution of technical issues and service requests
• Monitor team performance to meet SLAs
• Implement strategies to improve service desk efficiency
• Foster collaboration for seamless support across teams

• Bachelor’s or Master’s degree in I.T
• 5+ years of experience in IT support, with at least 2 years in a managerial role
• Experience working with ITIL, or other IT service management frameworks
• Valid work permit for Saudi Arabia or Transferable Iqama

• ITIL v4 Certification (preferred)
• PMP (Project Management Professional) or PRINCE2 (a plus)
• Microsoft Certified: Modern Desktop Administrator Associate
• Strong analytical skills
• Arabic is an Advantage

Key Responsibilities

• Oversee the daily service desk operations , ensuring timely response and resolution of IT issues.
• Develop and enforce IT support policies, procedures, and best practices .
• Ensure compliance with ITIL (Information Technology Infrastructure Library) frameworks for efficient service management.
• Lead, mentor, and develop the service desk team to improve performance and efficiency.
• Provide training and skill development opportunities for service desk staff.
• Conduct regular performance evaluations and provide feedback to team members.
• Monitor and manage IT service requests, incidents, and escalations .
• Identify recurring issues and implement problem management solutions to minimize disruptions.
• Ensure critical issues are resolved promptly, minimizing impact on business operations.
• Maintain a high level of customer satisfaction by ensuring quality IT support.
• Act as the point of escalation for complex or unresolved technical issues.
• Implement user feedback and continuous improvement initiatives.
• Track and report key performance indicators (KPIs) , such as response time, resolution time, and customer satisfaction.
• Generate monthly reports on service desk performance and incident trends.
• Recommend improvements based on data analysis and industry best practices.
• Oversee the use and maintenance of IT service management (ITSM) tools.
• Collaborate with IT teams to ensure system availability and security compliance.
• Implement automation solutions to improve service desk efficiency.

Education / Experience

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field .
• 5+ years of experience in IT support, with at least 2 years in a managerial role .
• Experience working with ITIL, or other IT service management frameworks .

Preferred Certifications

• ITIL v4 Certification (preferred)
• Microsoft Certified: Modern Desktop Administrator Associate (optional)

Each employee has a chance to see the impact of their work. You can make a real contribution to the success of the company.
Several activities are often organized all year round, such as weekly sports sessions, team building events, monthly drinks, and much more.

Play any sport with colleagues,
the bill is covered.

12 days / year, including
2 of your choice.

A full-time position
Attractive salary package.

Join to apply for the Service Desk Analyst role at Emdad By Elm

Join to apply for the Service Desk Analyst role at Emdad By Elm

A Service Desk Analyst plays a critical role in any organization, acting as the front-line support for all IT-related queries and issues.

• Provide first-level technical support to end-users via phone, email or in-person
• Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
• Log all incidents and service requests in the service desk system and ensure timely closure of tickets
• Escalate complex incidents or requests to senior team members or other teams as required
• Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
• Install, configure and maintain hardware and software systems as required
• Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
• Participate in service desk projects and initiatives as required
• Provide end-user training on basic technology use and best practices

• Diploma degree in Computer or related field or equivalent work experience
• Minimum of 2 years of experience in a service desk or technical support role
• Excellent troubleshooting and problem-solving skills
• Strong customer service orientation and interpersonal skills
• Strong knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Knowledge of virtualized environments such as VMware or Microsoft Hyper-V
• Experience with Active Directory and Exchange
• Preferably with data analysis experience

• Associate

• Full-time

• Information Technology and Analyst

• Software Development and Information Services

The purpose of this position is to manage Service Desk activity. The Service Desk handles all incoming calls for service from local or remote customers, delivering services to local and international customers, ensuring SLA achievements using relevant tools. The Service Desk Manager is usually an expert on all of the supported products and frequently interacts with vendors, customers, and other department managers. Drives RCA reporting following a CU escalated ticket. Supervises the buffer stock implementation phases giving the right priorities according to company needs. As the first escalation point, the Service Desk Manager will lead the team providing IT support to customers as well as coordinating with the technical department. Handles KPI reporting. The Service Desk Manager is responsible for mentoring the Service Desk members and ensuring skills and competencies progress.

COMPETENCIES

• Extremely organized
• Excellent ability to communicate
• Problem solving
• Dedicated and able to work to deadlines
• Ownership and follow-up skills
• Able to work both as part of a team or under own initiative
• Able to take responsibility for own actions and performance
• Have a positive attitude to customer problems and incidents in a high-pressure environment.

Preferred Educational Qualification:

• BCA/BTECH/MCA/BE/MSc/BSC- Computer Science or related fields or equivalent experience.

Responsibilities:

• Manage Service Desk workload to ensure priority requests are being addressed according to established expectations.
• First point of escalation for calls reported by customers as not being handled correctly, responsible for reacting immediately to such cases and defining an adequate way forward.
• Monitoring agreed KPIs (SLA respect and duration of escalation), proposing values to be used for incentives calculation.
• Monitor customer interactions to identify trends and service problems, escalate incidents/requests, and coordinate communications to customers.
• Lead and supervise Service Desk team, including performance monitoring/improvement and personnel matters.
• Preparing and ensuring work schedules are adequate to handle internal and/or external inquiries.
• Optimize resource utilization, balance the load, and ensure the most cost-effective team structure is in place.
• Ensure staffing levels are maintained to support the attainment of service level objectives by administering scheduling in line with HR policies.
• Monitor productivity of the team to ensure delivery of cost-effective valuable support.
• Lead and manage project activities related to new services or service enhancements.
• Work with project stakeholders to understand requirements and set expectations.
• Ensure that the Service Desk and client processes, policies, and procedures are established, reviewed, maintained, and consistently communicated to and followed by team members.
• Incident, Problem, and Service Request management: monitoring status and working with technicians to meet customer demand, and follow up with customers as needed to ensure customer satisfaction.
• Develop metrics and reporting to aid in Service Desk management.
• Ensure training of all new recruits and competencies development plans if and where needed.
• Accountable for the correct use of tools, including ensuring all needed fields are correctly filled out by Service Desk team, enabling correct Quality of Services monitoring and reporting capabilities.
• Ensure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolved.
• Delegate and assign tasks – delegate authority to Senior Service Desk Engineers for tasks where appropriate and ensure follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
• Generate and submit all business needed reports and presentations related to Service Desk activities and records.
• Attend Service Review Meetings with Customers for specific Accounts as and when needed.

The Job Description

1. Provide daily support for activities.
2. Manage service system activities on a daily basis.
3. Manage and follow up on IT requests, calls, and emails.
4. Analyze and provide solutions and troubleshooting for any hardware problems.
5. Continuously monitor antivirus notifications with proper response.
6. Manage IT assets.
7. Manage network printers and central printers.
8. Manage workstation vulnerabilities through Endpoint Manage Engine.
9. Manage Active Directory through AD Manager Plus (creating attributes, moving OUs, managing OUs).
10. Provide technical assistance and identify solutions while keeping up with developments and knowledge in hardware.

Qualifications:

• Minimum qualification: Diploma or higher in computer science or a related field.
• Minimum work experience: 10+ years of experience.
• Level of English: Excellent in reading and writing.

Join to apply for the Associate Manager - IT Service Desk Engineering role at D360 Bank .

Job Description

The role involves supporting employees with all IT-related technical issues, diagnosing hardware and software problems, providing effective assistance, and maintaining strong customer relationships.

He/she must be knowledgeable in a broad range of IT policies and procedures, with the maturity and reliability to provide accurate and consistent user support. Responsibilities include troubleshooting, problem-solving, taking ownership of calls, researching solutions, and testing applications on new desktop builds.

Responsibilities

• Monitor system availability, latency, and health; troubleshoot and analyze performance issues.
• Respond promptly to alarms and service requests.
• Ensure high service availability; diagnose server or network issues.
• Communicate with product teams; notify relevant parties of issues affecting operations.
• Support application infrastructure to reduce risks and bugs.
• Contribute to meeting SLAs for service availability.
• Read manuals, conduct diagnostics, and resolve technical problems.
• Develop technical skills and training materials; train users on hardware and software.
• Respond to user requests and provide L1 support.

Qualifications

Preferred Qualifications

• Qualification from an internationally recognized institution.

Experience

• 1 to 3 years of relevant experience.
• Experience in delivering technical tasks and project implementation.
• Self-sufficient with small project responsibilities.
• Previous technical supervision experience.

Technical Competencies

• Customer Service Management
• Data Mining & Modelling
• Help Desk Support
• Troubleshooting

Behavioral Competencies

• Communication
• Flexibility
• Learning Agility
• Analytical Skills

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Information Technology
• Industry: Banking

Manager – IT Operations and Service Desk

The Manager – IT Operations and Service Desk is responsible for overseeing the organization’s IT operations and ensuring seamless service delivery to end-users. This includes managing the Service Desk team, IT infrastructure support, incident and request management, and ensuring service-level agreements (SLAs) are met. The role involves a balance of strategic leadership, people management, and hands-on technical oversight to support business continuity and user satisfaction.

1. IT Operations Management:

• Lead and manage daily IT operations including servers, network, end-user computing, and cloud services.
• Ensure high availability and performance of IT systems and services.
• Implement and maintain IT operational processes, policies, and documentation in line with ITIL best practices.
• Oversee monitoring tools to proactively identify and resolve potential issues before they impact users.
• Ensure effective backup, disaster recovery, and business continuity planning and execution.

2. Service Desk Management:

• Manage and mentor the Service Desk team to deliver excellent first-line and second-line technical support.
• Ensure timely resolution of incidents and service requests as per SLAs.
• Monitor Service Desk metrics, identify trends, and implement improvement initiatives.
• Establish and refine ticketing system workflows and escalation procedures.
• Act as an escalation point for complex technical issues.
• Provide leadership, coaching, and professional development to IT support staff.
• Set team goals, conduct performance reviews, and drive a culture of accountability and continuous improvement.
• Manage staffing levels and scheduling to ensure adequate coverage across operating hours.
• Oversee hardware and software inventory, procurement, and lifecycle management.
• Manage vendor relationships, contracts, and service-level agreements related to IT operations and support services.

5. Security & Compliance:

• Ensure IT operational practices comply with organizational security policies and regulatory requirements.
• Collaborate with Information Security and Compliance teams to support audits and implement corrective actions.
• Identify opportunities for automation and operational efficiency.
• Participate in or lead IT-related projects and initiatives, ensuring timely and cost-effective delivery.
• Gather feedback from users to improve service delivery and user satisfaction.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification (required); ITIL Intermediate or Expert is a plus.
• Additional certifications (e.g., Microsoft, Cisco, CompTIA, PMP) are an advantage.
• Minimum 6–8 years of experience in IT support or operations, with at least 3–5 years in a leadership or managerial role.
• Experience managing a 24/7 or global service desk environment is desirable.
• Proven track record in managing IT infrastructure and service delivery in a mid to large-scale organization.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Airlines and Aviation

Overview

Join to apply for the Customer Support role at Location Solutions .

We are looking for a highly motivated and detail-oriented Coordinator and Level 1 Support professionals to join our growing team. This role is perfect for someone who enjoys working in a fast-paced environment, managing multiple tasks, and providing excellent customer service. The ideal candidate will be responsible for coordinating day-to-day operations appointments and offering first-level technical support to our clients.

• Coordinate the installation of tracking and fleet management projects.
• Provide Level 1 support to clients, addressing inquiries and technical issues.
• Monitor and maintain customer accounts to ensure smooth operations.
• Communicate effectively in both Arabic and English to ensure clear information exchange.
• Streamline processes to improve team efficiency.
• Offer administrative support to the team as needed.

• Bachelor’s degree in any IT field.
• Good in both Arabic and English (written and spoken).
• Strong knowledge of Microsoft Office, especially Excel.
• Previous experience in customer support is a plus.
• Saudi candidates only.

Job Category: Customer Support

Job Type: Full Time

Job Location: Saudi Arabia

• Entry level

• Full-time

• Other