The company, the global market leader in data resilience, is seeking a Service Desk Analyst II to join our team in Riyadh, Saudi Arabia. The Service Desk Analyst will supervise incoming Service Desk tickets, providing technical support and resolving issues as they arise. This role is critical for maintaining productivity for remote employees and involves handling incoming tickets efficiently.
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The ideal candidate will be reliable and skilled at analyzing and addressing non-standard situations, taking ownership of the technical problems they encounter.
What You'll Do:
- 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 issues
- 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
- Support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks for repairs, and coordinating services)
What You'll Bring:
- 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 performance monitoring
- Familiarity with using a ticketing system (e.g., ServiceNow or similar)
- In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
- Strong expertise in MS Office products
- Ability to learn new products or technologies via lab time, self-training, and technical resources
Bonus Skills:
- Ability to work with users of varying technical knowledge levels
- 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
Work Conditions:
- This position is full-time and requires on-site work in Riyadh, Saudi Arabia.
Note: If an applicant is permanently located outside of Saudi Arabia, the company reserves the right to decline the application for this position.
