IT Help Desk Specialist

About AWJ

Awj Media Group is a Saudi-based holding company dedicated to incubating and accelerating the region’s leading creative, production, and marketing businesses. We provide our subsidiaries with a full suite of shared services—Finance, HR, Legal, IT, Procurement, Administration—allowing them to focus on delivering world-class solutions across live communication, scenic production, marketing, and public relations.

Job Summary

To proactively avert critical incidents and resolve issues on time to minimize downtime of IT systems and achieve commitments.

• Incident, IT Task Tracking & IT Service Management (ITSM)
• Handling incidents and Service Requests assigned by the Service Desk.
• Incident investigation and diagnosis.
• Escalation to 3rd line support.
• Support clients remotely and visit customers’ sites when needed and at the same time maintain a high degree of customer service for all support queries.
• Ensure all incidents and problems are acted upon conscientiously and in the framework expected according to the SLA.
• Follow the security processes and procedures during incident management. Report any security related risks to the Security Administrator and seek necessary action.
• Initiate appropriate RFC (Request for Change) where required and follow the formal change management process.
• Implement releases to production according to instructions given by Technical Support Team Leader.
• Provide appropriate End-User Training to specific systems.

• Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management's attention, where appropriate.
• Contribute to quality and productivity improvement projects, providing analysis of data.

• Support and update documentation for responsible areas, ensuring compliance with internal standards.
• Responsible for completing the assigned incidents as per the standards and finalizing by affecting the incident closure in the Service Management System.
• Coordinate with the Specialist - IT Purchase to gain access to Software inventory as required for installation etc.
• Any other duty related to the job from time to time as directed by the management.

• Communication.
• Learning
• Teamwork
• Data Analysis
• Troubleshooting & Problem Solving
• Concern For Quality & Safety

• Mid-Senior level

• Full-time

• Information Technology and Other

• Holding Companies
• IT Services and IT Consulting
• IT System Data Services

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