Specialist - IT Services Management

Qiddiya Investment Company is seeking a dedicated and talented Specialist - IT Services Management to join our dynamic IT team. The individual in this role will be responsible for overseeing the IT service management processes, ensuring optimal delivery of IT services aligned with the organization's objectives. This position requires a blend of technical expertise and strong interpersonal skills to foster collaboration between IT and business units.

Key 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.