Qiddiya Investment Company is looking for a knowledgeable and detail-oriented Specialist - IT Services Management to enhance our IT service delivery capabilities. This role is critical in ensuring that IT services are aligned with the needs of the business, following best practices, and maintaining high levels of customer satisfaction. The IT Services Management Specialist will act as a bridge between IT and business stakeholders, emphasizing service quality and continuous improvement.
Responsibilities
- Provide first-level technical support for hardware, software, and network issues.
- Escalate unresolved technical issues to the appropriate support levels (L2/L3).
- Monitor and manage IT help desk tickets, ensuring timely resolution.
- Prioritize incidents based on severity (P1/P2/P3/P4) and impact on operations.
- Follow up on open tickets and ensure proper documentation of resolutions.
- Ensure ITSM processes align with KPIs and SLAs to maintain service quality.
- Identify areas of improvement and propose enhancements to IT service workflows.
- Act as a point of contact between IT teams and business stakeholders.
- Facilitate communication across departments to ensure smooth issue resolution.
- Regularly review ticket queues and follow up on pending requests.
- Ensure compliance with SLA timelines by tracking issue progress.
- Generate reports on IT help desk performance, including ticket trends, response times, and resolution rates.
- Monitor IT service desk operations and ensure adherence to industry best practices.
- Manage IT assets, including tracking, allocation, and maintenance.
Requirements
- Bachelor's degree in Computer Science or a related field
- 2 to 3 years of experience in IT services and help desk support
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