280 Service Desk jobs in Saudi Arabia

• Manage and lead the IT service desk team.
• Ensure timely resolution of IT issues and requests.
• Monitor and report on service desk performance metrics.
• Develop and implement service desk policies and procedures.
• Provide training and support to service desk staff.
• Collaborate with other IT teams to resolve complex issues.
• Facilitate communication and escalation processes within the IT department.
• Maintain up-to-date knowledge of IT support best practices.

Skills

Qualifications

• Bachelor's degree in information technology or related field.
• 5+ years of experience in IT support, with at least 2 years in a leadership role.
• Strong understanding of ITIL practices.
• Proven ability to manage and motivate a team.
• Excellent problem-solving and communication skills.
• Customer-focused approach with a commitment to quality support.

Skills

• ITIL
• Team leadership
• Customer service
• Incident management
• Change management
• Technical troubleshooting
• Communication
• Time management

Strong Team management skill

• Manage and lead the IT service desk team.
• Ensure timely resolution of IT issues and requests.
• Monitor and report on service desk performance metrics.
• Develop and implement service desk policies and procedures.
• Provide training and support to service desk staff.
• Collaborate with other IT teams to resolve complex issues.
• Facilitate communication and escalation processes within the IT department.
• Maintain up-to-date knowledge of IT support best practices.

Skills

Qualifications

• Bachelor's degree in information technology or related field.
• 5+ years of experience in IT support, with at least 2 years in a leadership role.
• Strong understanding of ITIL practices.
• Proven ability to manage and motivate a team.
• Excellent problem-solving and communication skills.
• Customer-focused approach with a commitment to quality support.

Skills

• ITIL
• Team leadership
• Customer service
• Incident management
• Change management
• Technical troubleshooting
• Communication
• Time management

Strong Team management skill

Search by ‘Skills’ or ‘Keywords’ or 'Requisition ID’

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Requisition ID: 59720

City: Buraidah

Country/Region: SA

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at Description

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wiproâs Service Desk objectives

Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

Deliver:

Performance Parameter

Measure

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Personal

Attendance

Documentation etc.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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Hiring Saudis Only

Please submit your CV in English

• Responsible for setup and configuration of new users in our proprietary software.
• Provide complete and correct resolution of requests; supply answers by finding problems, researching issues, and guiding end users through corrective steps.
• Thoroughly document problems and resolutions of support requests in the ticketing system.
• Supply excellent customer service and technical guidance in support of our Infiniux family.
• Follow established guidelines to accomplish tasks and solve routine/non-routine problems.
• Help keep a current knowledge base of processes and procedures and be a key contributor.
• Collaborate with a team of IT professionals to resolve the needs of our end users.
• Learn to understand how the business process works, how the technology supports the process, how integrations work, and the impact of changes to any part.
• Escalate unresolved issues to the proper resolving groups via trouble tickets.
• Meet and exceed SLA expectations.

• Self-learner with a desire to keep up with latest technology trends & practices.
• Strong Data Entry skills.
• Proficient Organization and time management skills.
• Excellent team player with strong verbal and written communication skills.
• Excellent inter-personal skills and great Customer Service. Be able to build trusted relationships with users and business stakeholders.
• Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.

• Experience with Jira and/or Service Now ticketing system.
• Multi-tasking and time management skills.
• Entry level to intermediate Windows 10 operating system knowledge.
• Entry level to intermediate knowledge of supporting and troubleshooting IT Hardware, such as laptops and tablets.
• Office 365 knowledge, including Teams, Excel, and Outlook.

• Entry level

• Full-time

• Engineering and Information Technology

• Telecommunications and IT Services and IT Consulting

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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.

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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Search by ‘Skills’ or ‘Keywords’ or 'Requisition ID’

Search by Location

Select how often (in days) to receive an alert:

Requisition ID: 59720

City: Buraidah

Country/Region: SA

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at Job Description

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wiproâs Service Desk objectives

Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

Deliver:

Performance Parameter

Measure

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Personal

Attendance

Documentation etc.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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.

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Direct message the job poster from Masdr - مصدر

Job Summary:

We’re seeking an experienced and motivated Service Desk Team Leader to drive excellence in day-to-day support operations and act as a key player in service continuity. This role is ideal for a technically adept professional who thrives in fast-paced environments, and can coordinate across teams and vendors to ensure high service availability and quality. The ideal candidate brings a balance of hands-on technical expertise, operational awareness, and leadership capability, contributing directly to both immediate issue resolution and long-term service improvement.

Key Responsibilities:

• Lead the daily activities of the service desk to ensure timely, high-quality technical support aligned with internal processes and the Client Support Manual.
• Serve as a primary escalation point for complex or time-sensitive issues, driving resolution while ensuring effective communication and documentation.
• Collaborate with technical support teams and vendors to resolve issues, implement workarounds, and maintain service levels.
• Ensure that support interactions meet or exceed expectations, maintaining a client-first approach in all aspects of service delivery.
• Participate in on-call rotations and remain accessible for critical issues outside business hours, ensuring continuous support coverage.
• Work closely with the Service Delivery Manager to review performance metrics, identify process gaps, and support strategic improvement initiatives.

Qualifications:

• Minimum 4 years of experience in IT support, preferably in a service desk or operations support environment.
• Demonstrated experience in managing or coordinating support teams, with a strong grasp of ITIL principles or similar frameworks.
• Proven ability to manage escalations, communicate effectively under pressure, and maintain service continuity.
• Familiarity with ticketing systems, reporting tools, and vendor interaction processes.
• Excellent interpersonal, analytical, and organizational skills.
• Ability to adapt to various work schedules, including during weekends and holidays when required.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting, IT System Testing and Evaluation, and IT System Design Services

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