Help Desk (1409)

Since 2004, 2P – Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are looking for a Help desk to provide front line IT support and ensure timely resolution of technical incidents and service requests. Role Summary The Help desk will serve as a primary point of contact for end-users, responsible for logging,troubleshooting, resolving, and escalating IT incidents and service requests in accordance with established IT support and ITIL-based processes. Key Responsibilities • Receive, log, categorize, and prioritize IT incidents and service requests. • Provide first-line technical support to end-users. • Troubleshoot common hardware, software, account access, and network connectivity issues. • Assist users with password resets, account access, and basic system configuration. • Resolve incidents within agreed SLAs whenever possible. • Escalate unresolved or complex issues to the appropriate support teams. • Track incidents and service requests through the IT ticketing system. • Maintain accurate documentation of reported issues and resolutions. • Communicate clearly with users regarding incident status and resolution. • Follow established ITIL processes and Service Desk procedures • Support knowledge-base updates and documentation of recurring solutions. • Coordinate with infrastructure, application, network, and security teams when required. Requirements • High school diploma, associate degree in IT, bachelor’s degree, or relevant technical qualification**. • 1–5 years of experience** in Service Desk, Help Desk, Technical Support, or a related role. • Basic knowledge of computer hardware, software, and network connectivity. • Familiarity with IT ticketing systems and incident management. • Good understanding ofITIL concepts and service management processes is preferred. • Strong troubleshooting and problem-solving skills. • Good communication and customer-service skills. • Ability to communicate technical information clearly to non-technical users. Show more Show less

High school diploma, associate degree in IT, bachelor’s degree, or relevant technical qualification; 1–5 years of experience in Service Desk, Help Desk, Technical Support, or a related role; Basic knowledge of computer hardware, software, and network connectivity; Familiarity with IT ticketing systems and incident management; Good understanding of ITIL concepts and service management processes is preferred; Strong troubleshooting and problem-solving skills; Good communication and customer-service skills; Ability to communicate technical information clearly to non-technical users.

Receive, log, categorize, and prioritize IT incidents and service requests; Provide first-line technical support to end-users; Troubleshoot common hardware, software, account access, and network connectivity issues; Assist users with password resets, account access, and basic system configuration; Resolve incidents within agreed SLAs whenever possible; Escalate unresolved or complex issues to the appropriate support teams; Track incidents and service requests through the IT ticketing system; Maintain accurate documentation of reported issues and resolutions; Communicate clearly with users regarding incident status and resolution; Follow established ITIL processes and Service Desk procedures; Support knowledge-base updates and documentation of recurring solutions; Coordinate with infrastructure, application, network, and security teams when required.