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Help Desk Executive

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Vistas Global Full time 30,000 - 60,000 per year

Job Summary

The Helpdesk Executive will provide technical support and troubleshooting assistance for internal users across the organization. This role involves diagnosing hardware and software issues, resolving IT incidents, maintaining system performance, and ensuring smooth functioning of the overall IT infrastructure. The ideal candidate must be a proactive problem-solver with strong communication skills and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

Technical Support & Issue Resolution

  • Provide
    1st and 2nd level technical support
    for hardware, software, network, and system-related issues.
  • Diagnose and resolve problems with operating systems, applications, email, networks, printers, and other IT components.
  • Manage, prioritize, and respond to support tickets via email, phone, or in person.
  • Perform routine
    system health checks, updates, and security patching
    .
  • Install, configure, and troubleshoot
    workstations, laptops, printers, scanners, and other IT equipment
    .

System & Network Maintenance

  • Assist with the configuration and maintenance of
    routers, switches, firewalls, and Wi-Fi systems
    .
  • Ensure
    backup processes
    are functioning and support data recovery activities when required.
  • Support IT-related projects, including
    software deployments, system migrations, and network upgrades
    .

Documentation & Training

  • Create and maintain
    IT documentation
    , including troubleshooting guides, SOPs, and end-user manuals.
  • Provide
    basic IT training
    to staff on software, hardware, and IT policies.

Asset & Security Management

  • Track and manage
    IT hardware and software inventory
    .
  • Ensure all devices comply with
    security standards
    , including updated antivirus and security patches.
  • Monitor and report any potential
    security vulnerabilities or incidents
    .

Key Performance Indicators (KPIs)

1. IT Support

  • Average ticket resolution time
  • Percentage of tickets resolved within SLA
  • Customer satisfaction score after ticket closure

2. Asset Management

  • Accuracy of IT asset tracking and inventory records

3. Security Compliance

  • Percentage of systems patched and updated
  • Number of reported security incidents

4. Helpdesk Productivity

  • Number of tickets resolved per day/week per executive
  • Percentage of unresolved or pending tickets

5. Documentation & Knowledge Base

  • Number of knowledge base articles created or updated
  • Percentage of user issues resolved through knowledge base resources

Qualifications & Requirements

  • Bachelor's degree in
    Information Technology, Computer Science
    , or a related field.
  • 2–3 years of experience
    in IT Support, Helpdesk, or a similar technical role.
  • Proficiency with
    helpdesk ticketing tools
    , remote desktop support tools, and system monitoring platforms.
  • Strong analytical, communication, and problem-solving skills.