IT Service Desk Support Specialist
servicetec
IT Service Desk Support Specialist
ABIS· ABIS / HR
About this role
Roles & Responsibilities:
- Service Desk Operations
- Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system
- Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes
- Ensure tickets are resolved or escalated within agreed SLA timelines
- Incident & Problem Management
- Perform first-level troubleshooting for hardware, software, network, and application issues
- Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation
- Contribute to root cause analysis and problem management to reduce recurring incidents
- Change & Request Fulfillment
- Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines
- Support Change Management by documenting and coordinating minor/standard changes
- Communication & Reporting
- Draft clear, professional email correspondence in English for user updates, escalations, and management reporting
- Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation)
- Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets)
- Knowledge & Documentation
- Maintain and update the knowledge base with troubleshooting guides and FAQs
- Document recurring issues and standard operating procedures (SOPs)
- Continuous Improvement
- Identify trends in recurring issues and recommend proactive solutions
- Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency
Key Skills:
- 5–8 years hands-on IT support/service desk experience
- Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
- Excellent written English communication skills for professional email correspondence
- Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)
Strong customer service orientation and ability to work under SLA pressure
Key Skills:
- 5–8 years hands-on IT support/service desk experience
- Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
- Excellent written English communication skills for professional email correspondence
- Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)
Strong customer service orientation and ability to work under SLA pressure
Certification: ITIL Foundation (v3/v4) certified or equivalent working knowledge
Frequently Asked Questions
Is the salary disclosed for the IT Service Desk Support Specialist position at ABIS?
The salary for this IT Service Desk Support Specialist role at ABIS is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the IT Service Desk Support Specialist position at ABIS located?
This IT Service Desk Support Specialist role at ABIS is based in Al Jubail, Eastern Province, Saudi Arabia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the IT Service Desk Support Specialist role at ABIS full-time or part-time?
This is listed as a Full time position. It is posted as a IT Service Desk Support Specialist role in the ABIS / HR department at ABIS.
Which team or department does the IT Service Desk Support Specialist at ABIS belong to?
This IT Service Desk Support Specialist position is part of the ABIS / HR department at ABIS. See the full job description for more information about the team structure and responsibilities.
How do I apply for the IT Service Desk Support Specialist position at ABIS?
Click the "Apply Now" button on this page. You will be redirected to ABIS's official application portal hosted on workable where you can submit your application directly.
When was the IT Service Desk Support Specialist job at ABIS posted?
This IT Service Desk Support Specialist position at ABIS was posted on Sep 14, 2026. Apply as soon as possible — early applications are often reviewed first.
IT Service Desk Support Specialist
ABIS
You'll be redirected to ABIS's official application page on workable.