Help Desk
Listed on 2026-10-14
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
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
- 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.
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