151 Service Desk jobs in Saudi Arabia

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.

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world's biggest brands. The future of data resilience is here - go fearlessly forward with us.

The Desktop Support Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.

This will be an onsite role, based in Riyadh, Saudi Arabia
Your Tasks Will Include

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
• Monitor Service Level Agreement (SLA) compliance within the team
• Ensure timely resolution or escalation of technical issue
• Provide IT support for hardware and software
• Perform user account administration across multiple systems
• Collaborate as a member of an international team
• Review and update the Service Desk knowledge base with accurate processes and procedures
• Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)

What We Expect From You

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
• Proficiency in English and Arabic, both written and spoken
• Strong multitasking skills with the ability to handle real-time support issues
• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
• Strong expertise in MS Office products
• Be able to learn a new product or technology via lab time, self-training, and technical support resources

What Will Be Your Advantage

• Ability to work with users of any level of technical knowledge
• Knowledge of networking technologies (TCP/IP, DNS, DHCP)
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
• Experience with incident monitoring and management systems
• Scripting and automation skills using tools like PowerShell

Veeam Software is an equal opportunity employer
and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.

About the Role

We are hiring a
Service Desk Manager
to join our company. The Service Desk Manager will lead and oversee the IT service desk operations, ensuring efficient support delivery, high customer satisfaction, and alignment with IT and business objectives. This position plays a vital role in IT incident management, problem resolution, process improvement, and continuous service optimization.

Key Responsibilities

• Lead and manage the IT service desk team (analysts and technicians).
• Oversee day-to-day operations of the service desk, ensuring SLA and KPI compliance.
• Handle escalated technical issues and ensure timely resolution.
• Develop, implement, and optimize service desk processes aligned with ITIL best practices.
• Collaborate with other IT teams (infrastructure, systems, applications) to enhance service delivery.
• Maintain documentation, knowledge base, and troubleshooting guides.
• Drive continuous improvement initiatives, automation, and process innovation.
• Ensure compliance with IT policies, security protocols, and governance standards.
• Report regularly on service desk performance, incidents, and trends.

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, or related field.
• 6+ years of IT service delivery / support experience, with proven leadership in managing service desk operations.
• Strong knowledge of IT Service Management (ITSM) and ITIL framework.
• Hands-on technical knowledge in IT systems, hardware, software, and networking.
• Experience managing vendors, SLAs, and IT assets.
• Excellent problem-solving, team leadership, and communication skills.
• Certifications such as ITIL Foundation, CompTIA A+ or similar are preferred.

Benefits of Joining us

• Strategic managerial role with high visibility in IT operations.
• Opportunity to lead IT service excellence and transformation initiatives.
• Competitive salary and benefits package.
• Growth opportunities in a collaborative and dynamic environment.

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

Responsibilities:

• 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

Qualifications:

• 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
• ITIL Foundation certification preferred

GENERAL DESCRIPTION OF THE JOB:

The Service Desk Manager is responsible for overseeing the IT Service Desk operations, ensuring timely resolution of incidents, service requests, and problems in line with ITIL best practices. The role ensures high-quality end-user support, efficient service delivery, and continuous improvement of IT support processes to meet organizational goals.

DETAILED RESPONSIBILITIES:

• Lead and manage day-to-day Service Desk operations.
• Monitor performance, set KPIs, and ensure compliance with SLAs.
• Implement ITIL-based processes for Incident, Request, and Problem Management.
• Manage escalation of high-impact or critical incidents.
• Develop and maintain knowledge base and self-service tools.
• Train, mentor, and evaluate Service Desk staff.
• Ensure excellent customer service and stakeholder satisfaction.
• Coordinate with vendors for IT support services when required.
• Prepare reports, dashboards, and analysis for IT leadership.
• Participate in IT audits, risk assessments, and compliance activities.

MANDATORY (Minimum Qualification) OR PREFERRED REQUIREMENTS FOR THE POSITION

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum 7–8 years in IT, with at least 3–5 years in a Service Desk or IT support management role.
• Proficiency in Service Desk tools (OSTicket, ServiceNow, ManageEngine, or similar).
• Knowledge of Microsoft technologies (Windows, O365, Active Directory).
• Ticketing system configuration and reporting.
• Strong understanding of ITIL framework and IT Service Management principles.
• Knowledge of enterprise IT systems, networking, and security basics.

Must-Have

• Minimum 10 years of experience in IT support, service desk management, or IT operations within the banking sector.
• Experience with ServiceNow or similar ITSM platforms, and familiarity with ISO/IEC 2000 standards.
• Must be fluent in Arabic and English.
• ITIL 4 Managing Professional certification.

• Bachelor’s in Computer Science, IT, or related field.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest. Growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ s Fast 100 Private Companies Award in 2017.

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship. Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation.

Job Title:
Assistant Manager – Service Desk & ITSM (IT Service Management)

Location:
Riyadh, KSA (PIF – Public Investment Fund portfolio company)

Salary:
SAR 15K–30K/month

Department:
IT Operations

Sector:
Product & Technology

Reports To:
Head of IT Operations

About the Company:

Be part of a
PIF-backed fintech organization
transforming financial services in Saudi Arabia. The company leverages cutting-edge technology and supply chain finance solutions to help businesses manage cash flow efficiently and grow faster, aligned with
Saudi Vision 2030
.

Role Overview:

We are looking for a
hands-on ITSM & Service Desk professional
to:

• Ensure smooth IT support operations
• Implement ITIL (IT Service Management) frameworks
• Maintain endpoint security
• Ensure compliance with
  SAMA, NCA, and PDPL

You will play a key role in keeping the company's technology running efficiently, secure, and available for end-users every day.

Key Responsibilities:

• Manage IT support operations, incidents, service requests, and asset management using ITSM tools (e.g.,
  Zoho One
  )
• Administer
  Microsoft 365
  (Exchange Online, Teams, OneDrive, SharePoint) and
  Active Directory / Azure AD
• Manage endpoints and devices via
  Microsoft Intune
  : patching, vulnerability management, and device compliance
• Handle
  PC imaging
  , troubleshooting, and asset setup
• Plan and test
  Disaster Recovery (DR)
  processes for critical business systems
• Develop dashboards,
  SLAs
  ,
  OLAs
  , and maintain service documentation
• Lead and mentor junior IT staff while collaborating across teams and with vendors

Must-Have Qualifications & Experience:

• 5–6 years in IT support / service desk / ITSM roles (financial services experience preferred)
• Hands-on experience with
  ITIL frameworks
  and ITSM tools
• Strong knowledge of
  Microsoft 365 administration
  and endpoint management (
  Intune
  )
• Experience in patching, security management, and disaster recovery
• Bachelor's degree in
  IT, Computer Science, or related field

Nice-to-Have:

• Certifications:
  ITIL, Microsoft 365 Modern Desktop Admin, Zoho One Admin, CompTIA Security+, PMP
• Experience in
  DLP, data classification, automation, and endpoint compliance frameworks

Ideal Candidate:

• Practical and hands-on, willing to work on day-to-day IT operations
• Strong communicator, able to mentor team members and coordinate with vendors
• Analytical mindset for
  Root Cause Analysis (RCA)
  and process optimization

Who Should Apply:

• KSA nationals preferred
  , open to
  Arabic speakers based in Riyadh
• Candidates looking to work in a
  prestigious PIF-backed company
  with competitive salary and premium benefits

Salary:
SAR 15K–30K/month

Position Overview:

The Administrator & Service Desk serves as the first point of contact for all IT incidents and service requests. This role is responsible for managing the service desk ticket queue, resolving Tier 1 issues, maintaining the IT asset inventory, and escalating complex cases to infrastructure or security teams. The role requires strong technical troubleshooting skills combined with excellent customer service.

Key Responsibility:

·   Log, triage, and resolve hardware, software, and access‑related tickets.

·   Perform account provisioning and password resets in AD/O365.

·   Image laptops/desktops and deploy standard software packages via Intune.

·   Keep the CMDB and asset inventory accurate and up to date.

·   Publish user guides and FAQ articles to the knowledge base.

·   Monitor service‑desk KPIs (SLA, MTTR) and generate weekly reports.

Skills and Qualification:

·   1–3 years in a technical support or service‑desk role.

·   Basic understanding of Windows/Mac OS, Office 365, and remote‑support tools.

·   ITIL Foundation or equivalent process knowledge is a plus.

·   Strong customer‑service and communication skills.

Responsibilities:

Respond to incoming IT support tickets and provide technical assistance to end-users.

Troubleshoot hardware, software, and network issues.

Install, configure, and maintain computer systems, printers, and other peripheral devices.

Assist with the setup and management of user accounts and access rights.

Collaborate with the IT team to identify and implement solutions for recurring IT issues.

Document and maintain records of IT support tickets and resolutions.

Provide training and guidance to end-users on IT-related topics.

Ensure compliance with IT policies and procedures.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 3 years of experience as an IT Help Desk or similar role.

Strong knowledge of computer systems, hardware, software, and network connectivity.

Customer-oriented mindset with a focus on delivering high-quality support.

Experience with IT ticketing systems and remote support tools.

Skills:

Experience in troubleshooting hardware, software, and network issues.

Excellent communication skills and ability to explain technical concepts to non-technical users.

Customer-oriented with a focus on providing high-quality IT support.

Strong problem-solving skills and attention to detail.

Knowledge of ITIL best practices is a plus.

Knowledge in IT ticketing systems and remote support tools.