IT Help Desk Specialist

Company: Awj Media Group | مجموعة أوج الإعلامية –

WebSite: Riyadh, Saudi Arabia

Job Description:**Subject: IT Support Specialist Position**

AWJ Media Group, a Saudi Arabian holding company focused on fostering and accelerating leading creative, production, and marketing enterprises within the region, seeks a qualified IT Support Specialist. AWJ Media Group provides its subsidiaries with comprehensive shared services encompassing Finance, Human Resources, Legal, Information Technology, Procurement, and Administration, thereby enabling them to concentrate on delivering superior solutions in live communication, scenic production, marketing, and public relations.

**Job Summary:**

The IT Support Specialist is responsible for proactively preventing critical incidents and resolving issues in a timely manner to minimize IT system downtime and ensure adherence to service level agreements.

**Roles and Responsibilities:**

* **Incident, IT Task Tracking & IT Service Management (ITSM):**
* Manage incidents and service requests assigned by the Service Desk.
* Investigate and diagnose incidents.
* Escalate incidents to third-line support as necessary.
* Provide remote and on-site support to clients, maintaining a high standard of customer service for all support inquiries.
* Ensure all incidents and problems are addressed diligently and within the parameters defined by the Service Level Agreement (SLA).
* Adhere to security processes and procedures during incident management, reporting any security risks to the Security Administrator and requesting appropriate action.
* Initiate Request for Change (RFC) documentation where required and adhere to the formal change management process.
* Implement releases to production in accordance with instructions provided by the Technical Support Team Leader.
* Deliver appropriate end-user training for specific systems.
* **Proactive Maintenance:**
* Proactively anticipate potential issues or situations that could impact service availability and critical response time, taking necessary mitigation steps and escalating to management as required.
* Contribute to quality and productivity improvement initiatives, providing data analysis.
* **Process Compliance and Documentation:**
* Support and update documentation for relevant areas, ensuring compliance with internal standards.
* Ensure assigned incidents are completed according to established standards and finalized through incident closure in the Service Management System.
* Coordinate with the Specialist – IT Purchase to obtain access to software inventory for installation and related purposes.
* Perform any other duties related to the position as directed by management.

**Required Competencies (Skill, Knowledge, and Ability):**

* Communication
* Learning Agility
* Teamwork
* Data Analysis
* Troubleshooting & Problem Solving
* Commitment to Quality & Safety

This outlines the key responsibilities and requirements for the IT Support Specialist position.

Skills: