ITSM Service Desk Agent(L1 & L2)-Direct Hire with Family Status-KSA — Riyadh

Dear Friend,

Greetings from... Zyagulf Information Technology, UAE

About us:

Zyagulf Information Technology is a global IT consulting and solutions provider that offers dynamic end to end business solutions to various enterprises with high quality of services in emerging technologies and an impressive command of industry expertise and leading technology capabilities with fully integrated on-site, off-site, offshore and blended delivery methodologies.

Zyagulf recruits ITSM Service Desk Agent (L1 Support/L2 Support) with 2 to 4/4 to 6 years of Data Center Colocation & Connectivity Services, ITIL, and ITSM to one of our reputed clients located in Riyadh KSA.

Requirement: Employment: Direct Hire by our client Qualification: Any relevant IT degree Work Location: Riyadh KSA Experience: Min 2 to 4 years Skills: Service Support / Service Desk Agent: ITIL, ITSM, supporting customers in Saudi Arabia or the Middle East would be an advantage. Preferred Certification: ITIL Foundation, HDI / Certified Service Desk Analyst, CompTIA A+ or Network+ , Basic Data Center or IT infrastructure certification Joining Time: ASAP/ immediate / 15 to 20 days Domain: Data Center Colocation & Connectivity Services Nationality: Any Preferred : Already in KSA (Transferable IQAMA) Benefits: Family Status + Medical Insurance (Self + Spouse + Up to 3 Children)

Job Description:

Job Title: Service Support / Service Desk Agent – L1 Support/L2 Support

Function: Service Operations

Industry: Data Center Colocation & Connectivity Services

Role Purpose

The Service Support / Service Desk Agent serves as the first point of contact for customers and internal stakeholders, providing professional first-line support for incidents, service requests, complaints, and general service enquiries.

The role is responsible for accurately logging, categorizing, prioritizing, tracking, and coordinating customer cases through the ITSM platform while ensuring timely communication and adherence to agreed SLAs. The Service Desk Agent will perform initial troubleshooting where applicable and escalate technical issues to the appropriate resolver groups for further investigation and resolution.

The role requires a strong customer-service mindset, effective communication skills, and adherence to ITIL and ISO 20000 service management practices.

Key Responsibilities

Service Desk & Customer Support

Act as the first point of contact for customers through phone, email, service portal, and other approved communication channels.

Provide professional and timely assistance for customer enquiries, incidents, service requests, and complaints.

Understand customer requirements and ensure cases are routed to the appropriate support or resolver teams when further technical assistance is required.

Maintain a customer-centric approach throughout the support lifecycle.

Incident & Service Request Management

Log, categorize, prioritize, and document all incidents and service requests accurately in the ITSM / Service Desk platform.

Perform initial assessment and basic troubleshooting based on approved procedures and knowledge articles.

Track incidents and service requests from initial reporting through resolution and closure.

Escalate unresolved or technically complex issues to the appropriate resolver groups.

Monitor open cases and follow up proactively to avoid SLA breaches.

Ensure customers receive regular and meaningful updates until resolution.

Validate resolution with customers where required before closing tickets.

Complaint Management

Receive, accurately record, and coordinate customer complaints.

Engage relevant internal teams and stakeholders for investigation and resolution.

Maintain professional communication with customers during escalations and challenging situations.

Follow up on outstanding actions and ensure complaints are progressed toward timely closure.

SLA & Service Quality Management

Monitor tickets against agreed response and resolution SLAs.

Prioritize cases based on severity, business impact, and established procedures.

Escalate potential SLA breaches to the relevant support teams or management.

Maintain accurate case records, including customer communications, troubleshooting activities, escalation details, and resolution information.

Knowledge Management

Develop and maintain working knowledge of supported services, customer environments, operational procedures, and Service Desk processes.

Use approved knowledge articles, templates, troubleshooting guides, and standard operating procedures.

Document recurring issues and resolutions to support knowledge-base improvement.

Identify gaps in existing documentation and recommend improvements.

Communication & Stakeholder Coordination

Coordinate effectively with internal technical teams, operational teams, suppliers, and other resolver groups.

Provide clear and concise updates regarding incident and service-request status.

Ensure proper shift handover for outstanding and priority cases.

Maintain professional phone, email, and electronic communication etiquette at all times.

Reporting & Documentation

Maintain complete and accurate ticket documentation within the ITSM platform.

Support the preparation of basic operational reports relating to:

o Ticket volumes

o SLA performance

o Incident and service-request status

o Backlog and ageing

o Customer complaints

Assist with documenting incident summaries, resolutions, procedures, and knowledge articles.

Compliance & Process Adherence

Follow established ITIL and ISO 20000 service management processes.

Comply with organizational policies, procedures, security requirements, and quality standards.

Ensure customer and organizational information is handled in accordance with applicable security and confidentiality requirements.

Participate in process improvement and service-quality initiatives.

Qualifications & Experience

Education

Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, or a related discipline.

Experience

2 to 4 years of experience in a Service Desk, Help Desk, Customer Technical Support, or IT Service Support environment.

Experience working with ITSM / ticketing platforms for incident and service-request management.

Experience in a customer-facing technical support environment is preferred.

Exposure to Data Center colocation and connectivity services is preferred.

Experience supporting customers in Saudi Arabia or the Middle East would be an advantage.

Certifications

Preferred

ITIL Foundation

HDI / Certified Service Desk Analyst or equivalent

CompTIA A+ or Network+ would be advantageous

Basic Data Center or IT infrastructure certification would be an advantage