Job summary
ABIS in Al Jubail seeks an IT Service Desk Support Specialist to act as the first contact for IT incidents and service requests. The role involves ticket logging and tracking, first-level troubleshooting, escalation handling, knowledge-base maintenance and service desk reporting.
Key responsibilities
- Serve as first point of contact for IT incidents and service requests via phone, email, or ticket system
- Log, categorize, prioritize and track tickets in ITSM following ITIL processes
- Perform first-level troubleshooting for hardware, software, network and applications
- Escalate unresolved incidents to Level 2/3 with full documentation
- Process standard requests: access, password resets, software installs and provisioning
- Maintain user communication through ticket lifecycle and prepare service desk reports
- Update knowledge base, document SOPs and recurring issues
- Identify trends and support ITIL-aligned service improvement initiatives
Requirements
- 5–8 years hands-on IT support/service desk experience
- Strong knowledge of ITIL processes (Incident, Request, Problem, Change)
- Excellent written English for professional correspondence
- Familiarity with ITSM tools such as ServiceNow or ManageEngine
- ITIL Foundation (v3/v4) certification or equivalent working knowledge
Skills
ITILServiceNowManageEngineTicketingIncident ManagementRequest FulfillmentTroubleshootingCustomer ServiceDocumentationReporting
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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