66 IT Helpdesk jobs in Saudi Arabia

ASMO is a groundbreaking joint venture between DHL and Saudi Aramco. Inheriting DHL’s logistics excellence and Saudi Aramco’s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.

ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.

Objective:

The Procurement Helpdesk Agent’s primary responsibility is to provide support and assistance to suppliers and internal stakeholders in addressing procurement-related inquiries and claims. The role holder will play a vital role in ensuring timely and accurate resolution of issues while maintaining high levels of customer satisfaction.

General Responsibilities:

• Respond to inquiries and requests from suppliers and internal teams related to procurement processes, procedures, and claims.
• Assist suppliers in initiating and processing claims by providing guidance on claim submission, documentation, and required procedures.
• Serve as the first point of contact for suppliers seeking assistance, ensuring a positive and helpful interaction.
• Collaborate with the Claims Management team to assess the validity of claims, ensuring they adhere to established guidelines and procedures.
• Maintain regular communication with suppliers to provide updates on the status of claims and inquiries.
• Keep detailed records of all interactions, claims, and inquiries, ensuring accurate and organized documentation.
• Escalate complex or unresolved issues to the Claims Management and Supplier Helpdesk Manager for further assistance.
• Assist in the preparation of monthly management reports on claims, inquiries, and related metrics.
• Recommend training and development interventions for team members to build their capabilities.
• Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency.
• Implement all relevant Department’s policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies and standards.

Qualifications:

• Higher Diploma is required.
• Bachelor’s degree is preferred.
• Demonstrated proficiency in oral and written English.
• 0-2 years’ experience in the same Field.

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.

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

Join to apply for the Senior Manager, IT Service Desk (755) role at Team Saudi

Join to apply for the Senior Manager, IT Service Desk (755) role at Team Saudi

Job Title : Senior Manager, IT Service Desk

Department: Information Technology

JOB PURPOSE: Responsible for ensuring the smooth functioning of IT operations and managing relationships with outsourced providers. This role involves overseeing the day-to-day operations of the IT infrastructure, ensuring high availability and performance of IT services, and driving operational excellence.

Job-Specific Accountabilities

Operations and Maintenance Management

• Oversee and manage the operations and maintenance of the organization's IT systems and services.
• Ensure the smooth functioning of IT operations to support business activities effectively.
  
  

• Manage relationships and activities conducted by outsourced service providers, including provider selection, contract negotiation, performance monitoring, and issue resolution.
• Ensure outsourced providers meet agreed-upon service levels, adhere to contractual obligations, and deliver high-quality services aligned with the organization's requirements.
  
  

• Monitor and manage service level agreements (SLAs) with outsourced providers, including defining SLAs, tracking performance against targets, and initiating corrective actions and escalations when necessary.
• Ensure IT services such as service desk support and business-as-usual operations meet service level agreements.
  
  

• Drive continuous improvement and operational efficiency within the IT Operations by identifying areas for process optimization, implementing best practices, and leveraging automation and technology solutions to enhance service delivery and reduce costs.
• Foster a culture of continuous improvement and innovation within the IT team.
  
  

• Provide oversight on the escalation of service desk tickets/issues and ensure prompt resolution of requests.
• Develop and implement strategies to minimize downtime and ensure rapid restoration of normal operations.
  
  

• Ensure compliance with relevant standards and regulations in IT operations.
• Mitigate operational risks by conducting thorough risk assessments and proposing appropriate risk mitigation strategies.
  
  

• Maintain detailed documentation of IT operations, processes, and procedures.
• Generate regular reports on IT performance, issues, and improvements, and present them to senior management.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology

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Associate Manager - IT Service Desk Engineering

Job Description

The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.
He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build.

Responsibilities

• Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.
• Respond to alarms/alerts promptly to service issues and requests
• Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues
• Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations
• Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs.
• Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
• Desire to learn and develop all necessary technical skills.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Develop training materials and procedures, and/or train users in properly using hardware and software.
• Responding to user requests and provide L1 support

• A tertiary-level qualification from an internationally recognized institution
  
  Years & Nature of Experience
• Would have 1 to 3 years of equivalent experience where required competencies and experience have been demonstrated
• An experienced professional who can deliver on difficult technical tasks
• Has project implementation experience
• Is self-sufficient at work and could be given small project responsibility
• Has provided technical supervision to junior staff in the past

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

• Communication
• Flexible
• Learning Agility
• Analytical Skills

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Technical Support Lead to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities :

Deep Troubleshooting & Debugging

Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware / software using diagnostic APIs and tools

Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

End-to-End Ticket Ownership

Manage support tickets from first report through confirmed resolution

Provide accurate root cause analysis and timely follow-up

Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation

Maintain a structured, searchable, and up-to-date knowledge base

Communication & Collaboration

Act as the primary technical point of contact for escalated issues

Work directly with third-party engineering teams to expedite fixes with clear context and ownership

Quality Metrics & Continuous Improvement

Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance

Lead post-mortems on critical or escalated issues and implement preventive improvements

5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware / software systems

Strong skills in debugging Bluetooth , GPS , firmware , and API-based integrations

Advanced user of support tools like Zendesk and documentation platforms

Excellent written and verbal communication skills; able to explain complex topics clearly and concisely

Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback

Comfortable working across multiple time zones and taking full ownership of technical issue resolution

Additional Information :

The team provides hands-on support from 09 : 00–21 : 00 EST

Should be flexible for urgent escalations and cross-time zone handovers