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Senior Service Desk Analyst
Job in
Jeddah, Saudi Arabia
Listed on 2026-03-04
Listing for:
Emdad By Elm
Full Time
position Listed on 2026-03-04
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
Handle customer incidents and service requests through approved channels, validate data completeness, classify and prioritize tickets, and route them to L2/L3 teams. Own follow-up until closure, provide clear customer updates, manage expectations, and elevate proactively to prevent SLA/OLA breaches. Ensure high-quality documentation and contribute to service improvement through reporting and trend insights.
Key Responsibilities- Log, validate, categorize, prioritize, and assign tickets in the ticketing system.
- Coordinate with L2/L3, track progress, manage backlog/aging, and drive closure within SLA/OLA.
- Send professional status updates (status/next steps/ETA) and run escalations when blocked or at risk.
- Maintain accurate ticket documentation and produce basic performance reports/trends.
- Bachelor’s degree in a technical field (CS/IT/IS/Computer Engineering/Networks/Cybersecurity or equivalent).
- 4+ years in Service Desk / IT Support / ITSM with hands-on ticketing and SLA management.
- Strong communication, organization, multi-tasking, and stakeholder coordination skills.
Position Requirements
10+ Years
work experience
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