122 Helpdesk jobs in Saudi Arabia

• Responsible to respond to all Internal Customer’s inquiries and complaints and assure to direct their concerns to the right person to achieve best Customer Satisfaction.
• Accountable to prepare daily reports for the Customer’s requests with actions to assure all Customer’s need have been met.
• Responsible to receive any transfer between stores or DCs and directed to the right DC and assure the request have been completed.
• Follow up with stores if there any an offloading delay to assure truck’s optimization.
• Receive and follow up any Supplier delivery request and assure it been collected on time to generate revenue to Panda.
• Responsible to send any Fleet official communication to all Partners to assure full alignment.
• Play an important role to link between all Fleet Functions (Operation, Admin, Planning, and Cost) to achieve best outcomes.
• Responsible to receive any complaint from Fleet Day and Night Shifts and share feedback on time to assure no Operation issues.
• Adhering to the Company's safety instructions, maintaining company property, and working in a safe environment.
• Employees’ duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
  
  

• Experience in Customer Service
• Experience in Business Administration
• Good knowledge in MS Office
• Strong Communication Skills
• Good English Skills in Writing & Reading.
• Strong Follow up Skills

• Responsible to respond to all Internal Customer's inquiries and complaints and assure to direct their concerns to the right person to achieve best Customer Satisfaction.
• Accountable to prepare daily reports for the Customer's requests with actions to assure all Customer's need have been met.
• Responsible to receive any transfer between stores or DCs and directed to the right DC and assure the request have been completed.
• Follow up with stores if there any an offloading delay to assure truck's optimization.
• Receive and follow up any Supplier delivery request and assure it been collected on time to generate revenue to Panda.
• Responsible to send any Fleet official communication to all Partners to assure full alignment.
• Play an important role to link between all Fleet Functions (Operation, Admin, Planning, and Cost) to achieve best outcomes.
• Responsible to receive any complaint from Fleet Day and Night Shifts and share feedback on time to assure no Operation issues.
• Adhering to the Company's safety instructions, maintaining company property, and working in a safe environment.
• Employees' duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
  
  

• Experience in Customer Service
• Experience in Business Administration
• Good knowledge in MS Office
• Strong Communication Skills
• Good English Skills in Writing & Reading.
• Strong Follow up Skills

Riyadh, Saudi Arabia | Posted on 03/26/2025

We support the Kingdom’s largest and most complex organizations across all industries in delivering Enterprise Transformation with a clear mission to support our customers to grow better, not just bigger, focusing on efficiency and not just effectiveness.

We are currently searching for an enthusiastic and innovative Customer Support Specialist to work on our Support Team supporting and implementing Alnafitha’s Modern Workplace Services.

We’re a team of technology-driven individuals with a curiosity for how things work and a passion for designing and building reliable, scalable, and efficient implementations. This position will require high cooperation with other teams from project management, sales, and business development. We’re always striving to learn more, expand our skills, and grow our teammates.

Primary Focused Domain(s): Modern Workplace Services

• Presenting and demonstrating Alnafitha’s services to customers.
• Build scope of work/low-level technical scope based on the business requirements.
• Deliver regional technical implementations and solution design within Alnafitha’s services on customer’s sites and remotely.
• Provide support, troubleshooting, and solutions to complex problems. This involves dealing with difficult situations including complaint handling, sensitive customers, and mission-critical support.
• Conduct proactive services with clients through Risk Assessments, Health Checks, Code Reviews, or other similar offerings.
• Reactive and 24x7 Critical Situations support: Reactive services which address the most critical customer issues.
• Ad hoc Services: Short and time-limited engagements focused on customer-specific issue remediation or support (e.g., Chalk Talks).
• Workshops and Training: Deliver technical training for customer knowledge transfer and for helping customers to consume their products and services.
• Improving the overall customer experience serving as the customer advocate within Alnafitha and playing a key role in assisting our clients to maximize their investment in Technology.
• Deliver solutions-related documentation that could include scope of work/user manual.
• Participating in building Alnafitha’s technical content library, e.g., Knowledge base and other technical contents.
• Assist in representing Alnafitha in any forum (i.e., seminars, technical or marketing, conferences event).
• Mentor other team members on deployed solutions and best practices.
• Perform other related duties as assigned.

• Bachelor's Degree in Computer Science or equivalent.

Personal Skills:

• High sense of responsibility and ownership, acting like an owner in what you do.
• Exceptional communication and presentation skills.
• Being able to work on their own or in a team.
• Being able to work to tight deadlines.

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.

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.