مكتب المساعدة (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.