Help Desk Technician

Company Overview

Since its inception in 2004, 2P – Perfect Presentation has emerged as a leading provider of ICT solutions in Saudi Arabia. The company specializes in delivering integrated technology services aimed at accelerating digital transformation and enhancing operational workflows. With its commitment to innovation and quality service, 2P offers comprehensive end-to-end solutions across various market sectors through dedicated business units.

Role Summary

We are seeking a Help Desk Technician to act as the frontline IT support resource, ensuring that technical incidents and service requests are handled promptly and efficiently. This role involves troubleshooting and resolving issues or escalating them as per ITIL-based guidelines.

Key Responsibilities

• Receive, document, categorize, and prioritize IT incidents and service requests from end users.
• Deliver primary technical support for hardware, software, account, and connectivity issues.
• Assist users with password resets, account accessibility, and basic system setup.
• Work to resolve incidents within designated service level agreements.
• Escalate complex or unresolved issues to specialized support teams.
• Maintain detailed records of incidents and how they were resolved using IT ticketing tools.
• Communicate effectively with users regarding the status and solutions of their incidents.
• Adhere to ITIL and Service Desk processes.
• Update the knowledge base by documenting recurring solutions.
• Collaborate with infrastructure, application, network, and security teams as necessary.

Required Qualifications and Skills

• Possess at least a high school diploma, associate degree in IT, bachelor’s degree, or equivalent technical certification.
• A minimum of 1 to 5 years experience in Service Desk, Help Desk, Technical Support, or similar roles.
• Fundamental understanding of computer hardware, software, and network connectivity.
• Experience working with IT ticketing and incident management systems.
• Knowledge of ITIL principles and service management processes is advantageous.
• Strong analytical and problem-solving capabilities.
• Proficient in communicating technical details clearly to users without technical backgrounds.