Service Desk Technician (Saudi Arabia)

Job Description The Service Desk Technician provides first-level and some second-level IT support to users through phone, email, live chat, and walk-in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on-site and remote users. KEY RESPONSIBILITIES * Respond to IT support requests via telephone, email, live chat, and walk-ins. * Provide first-level and basic second-level technical support to users. * Troubleshoot and resolve hardware, software, network, and connectivity issues. * Support on-site and remote users. * Set up new user accounts and perform password resets. * Escalate complex technical issues to second-line support teams. * Track and follow up on unresolved support requests until closure. * Assist with software installation and troubleshooting. * Maintain and update service desk records and web pages. * Ensure compliance with IT security policies and procedures. * Provide 24/7 technical support on a shift basis. * Maintain issue logs and report administrative and security concerns. * Support the service desk team with daily technical activities. Requirements * High School Diploma; a Degree in an IT-related discipline is preferred. * Minimum 3 years of experience as an IT Service Desk Analyst or in a similar role. * Strong computer and technical troubleshooting skills. * Familiarity with Windows, Mac, and Linux operating systems. * Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting. * Good customer service and communication skills. * Ability to troubleshoot and resolve user technical issues. * Good teamwork and problem-solving abilities. * Ability to work in a 24/7 shift-based environment.