207 Service Desk jobs in Saudi Arabia

Direct message the job poster from SIGMA

SIGMA IT is Hiring

Position: Service Desk Analyst

Job Summary:

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The ideal candidate will have proven experience in providing first and second-line support across a wide range of technologies, particularly in incident management, ITIL-based processes, and Microsoft technologies including Windows, Office 365, Active Directory Online, and Exchange Online.

Key Responsibilities:

•Provide first and second-line technical support to end users via phone, email, and ticketing systems.

•Manage and resolve incidents, service requests, and escalations in accordance with SLAs.

•Follow and contribute to ITIL-aligned processes, ensuring consistency and best practices in incident and problem management.

•Diagnose and resolve technical hardware and software issues, including desktop, laptop, and mobile device support.

•Administer and troubleshoot Windows operating systems and ensure patching and updates are up to date.

•Support and manage user accounts through Active Directory Online (Azure AD) and Exchange Online.

•Assist users with Office 365 applications, including Outlook, Word, Excel, Teams, and SharePoint.

•Maintain detailed and accurate records in the service desk system and contribute to the creation of knowledge base articles.

•Liaise with other IT teams and third-party vendors to resolve complex issues.

•Participate in ongoing training and development to stay current with emerging technologies and service desk best practices.

Required Skills and Qualifications:

•3+ years of experience in a Service Desk or IT Support role.

•Strong understanding of incident and problem management methodologies.

•Solid knowledge of the ITIL framework (ITIL Foundation certification is a plus).

•Hands-on experience with:

•Strong troubleshooting and diagnostic skills.

•Excellent communication and interpersonal skills.

•Ability to work under pressure and manage multiple priorities effectively.

•Experience with ticketing systems such as ServiceNow, Jira, or similar.

If interested kindly send your CV at

And Mention the Job title in the Subject.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

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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.

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

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
Amazon, one of the top 100 companies in the United States, has an immediate opening for an IT Support Engineer in our Fulfillment Center. Fulfillment Centers throughout handle millions of items from tens of thousands of vendors and ships them across the globe each day. The successful IT Support Engineer will be responsible for utilizing his/her skills to provide assistance to the operations team in resolving technical problems within the Fulfillment Center that cover a multitude of technical disciplines. It is the second level of support for the operations of the Fulfillment Center and serves as a resource to Technical Support Technicians while also acting as a representative of the IT department to internal customers. Amazon seeks individuals who are willing to Work Hard, Have Fun, and join us in making Worldwide History.
The IT Support Engineer must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. Additionally they must possess strong analytical skills with demonstrated problem solving ability. Previous experience exercising high levels of initiative, judgment, and diplomacy required. PProven ability to operate effectively in high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. They must possess superior people skills dealing with all levels of a team environment up to and including presentations and explanation of projects to upper level management. Regular activities include network engineering and troubleshooting, project management, mentorship of Technical Support Technicians, data cabling, systems administration in a variety of software and hardware environments, telecom/PBX administration, root cause analysis in problem solving, and assistance in managing the daily activities of the department. A willingness to relocate as career advancement opportunities throughout the company become available is strongly desired.

Bachelor's degree or 4+ years relevant professional, industry or military experience. 5+ years of experience developing a team of technical professionals across multiple locations. Experience working with stakeholders to communicate issues while balancing business expectations. Leadership experience in a 24x7 operation supporting physical IT infrastructure (compute, network, storage). Experience working with network architecture and client server technology.

Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or Technical discipline. Strong analytical problem-solving skills. Ability to thrive in an ambiguous and fast-paced IT environment and capable of motivating teams Experienced in making data-driven decisions. Established time management skills with the ability to direct multiple projects simultaneously. Experience in procurement, budgeting, forecasting, and asset management. Proven skills in leadership development and team building. Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences. 2+ years of experience with Service Desk, remote support, and KPI tracking.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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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Providing technical assistance to internal users and clients, ensuring that technical issues are resolved quickly and efficiently. The role also involves performing on-site visits to clients when needed to maintain service continuity.

• Provide technical support and troubleshoot issues related to computers, networks, and software.
• Install and maintain computer systems, printers, and other technical equipment.
• Handle technical malfunctions and offer quick and effective solutions.
• Conduct on-site visits to clients to resolve issues or provide technical support as needed.
• Document issues and actions taken to enhance service quality.

• Bachelor's degree in information technology, Computer Science, or a related field
• 3-4 years of hands-on experience in technical support or IT
• Strong ability to analyze and resolve technical issues efficiently
• Effective communication skills with users and clients across various levels
• Attention to detail and accuracy in technical work
• Ability to work under pressure and manage time effectively
• Willingness to travel and conduct field visits to clients

• Microsoft Certified (Microsoft Certificate)
• CompTIA A+

We care about both your growth and your well-being. Here’s what you can expect when you join our team:

• A team that shares knowledge openly — no gatekeeping.
• A supportive environment where you’re encouraged to be adventurous, curious, and open-minded.
• A fun, humble, and honest workplace where your voice matters.
• A real sense of family spirit — we work as a team, we grow as a team.
• Continuous feedback and growth — we don’t wait for yearly reviews to help you grow.
• 3 Work From Home days per month.
• Access to learning resources, courses, and professional development opportunities.
• Recognition programs to celebrate your wins.
• Chances to grow internally — many of our leaders started as juniors!

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 organized throughout the year, such as weekly sports sessions, team building events, monthly drinks, and much more.

A full-time position with an attractive salary package.

12 days per year, including 6 of your choice.

Play any sport with colleagues; the bill is covered.

Company Description

Anoosh is a distinguished Saudi brand specializing in preparing luxury chocolates,

daily baked goods and special favors for hospitality and events.

Founded in 2003 by Abdullah Al-Munif, the first branch was in Khurais Plaza, Riyadh. Today, Anoosh has expanded to 75 branches across the kingdom, growing approximately 20% annually.

Anoosh offers high-quality products, an exceptional customer experience, and distinctive tastes. It also provides exclusive products imported from various countries worldwide.

A Technical Support Specialist plays a vital role in ensuring the smooth operation of technical systems within the company. Their responsibilities include:

• Handling customer technical support cases via phone and email
• Updating the company website with tech tips and brief documents
• Assessing system potential by evaluating compatibility of new programs with existing ones
• Improving existing programs by reviewing objectives, specifications, and proposed changes
• Maintaining system functionality through testing computer components
• Achieving system objectives by collecting data, evaluating options, and recommending actions
• Maintaining client confidentiality and trust
• Preparing user reference materials and operation instructions

Experience in a retail company is preferred.

We are seeking a highly motivated and experienced Technical Support Manager to lead our support team in delivering exceptional service to our customers. You will be responsible for overseeing day-to-day operations, improving support processes, managing escalations, and ensuring customer satisfaction with our technical products or services.

Key Responsibilities:

• Lead and manage the technical support team, including hiring, training, performance management, and career development.
• Develop and enforce support procedures, SLAs, and quality standards to ensure timely and effective issue resolution.
• Act as a point of escalation for complex technical issues, ensuring swift resolution and customer communication.
• Monitor support metrics and KPIs (e.g., response times, resolution rates, CSAT scores) to improve team efficiency and customer experience.
• Collaborate cross-functionally with engineering, QA, product, and sales teams to communicate customer feedback and drive product improvements.
• Maintain up-to-date knowledge of company products, services, and technologies to effectively support the team.
• Implement and manage support tools, ticketing systems, and knowledge bases.
• Prepare regular reports for leadership on support trends, customer issues, and team performance.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in technical support, with at least 2 years in a leadership or managerial role.
• Strong technical background with experience troubleshooting software, systems, APIs, or network issues.
• Excellent leadership, coaching, and team development skills.
• Customer-focused mindset with strong communication and problem-solving skills.
• Experience with support platforms (e.g., Zendesk, Freshdesk, Jira, Salesforce Service Cloud).
• Knowledge of ITIL or similar frameworks is a plus.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Staffing and Recruiting and Technology, Information and Media

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