Service Desk Technical Specialist

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Geidea Group Full time

The Geidea Group is looking for an experienced Regional Service Desk Lead to join our team.

This role involves managing the Service Desk staff and ensuring that end-users receive timely and effective assistance. The ideal candidate will have 7-10 years of experience in IT, with a Bachelor's degree in computer science and certification in ITIL. Additionally, they should have extensive knowledge of computer hardware and experience with desktop and server operating systems.

Key responsibilities include:

  • Developing policies and procedures for problem identification, documentation, assignment, and correction;
  • Analyzing the performance of Service Desk activities and documented resolutions, identifying problem areas, devising, and delivering solutions to enhance service quality, and preventing future problems;
  • Conducting research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts;
  • Liaising with vendors for the procurement of new systems technologies; overseeing the installation and resolving adaptation issues;
  • Managing End-User computing services (Email, SCCM, SharePoint, MDM, Jira & Confluence);
  • Managing the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues;
  • Assessing the need for any system reconfigurations (minor or significant) based on request trends and making recommendations;
  • Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency;
  • Monitoring incident trends and anticipating potential problems for proactive resolution.


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