Help Desk Officer

Overview

Help Desk Officer Jobs in Riyadh, Saudi Arabia at Cipher | سايڤر

Title: Help Desk Officer

Company: Cipher | سايڤر

Location: Riyadh, Saudi Arabia

Key Responsibilities

• Provide first-line technical support for hardware, software, network, and IT-related issues.
• Respond to user requests through phone, email, ticketing systems, or in person.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Install, configure, and maintain operating systems, software applications, and end-user devices.
• Create, manage, and deactivate user accounts and access permissions in accordance with company policies.
• Escalate unresolved incidents to the appropriate technical teams and follow up until resolution.
• Record and track incidents, service requests, and resolutions using the IT Service Management (ITSM) system.
• Support employees onboarding and offboarding by preparing devices and configuring user accounts.
• Maintain IT asset inventory and ensure proper documentation of IT equipment.
• Perform routine maintenance and system checks to ensure optimal performance.
• Ensure compliance with IT security policies, cybersecurity standards, and data protection requirements.
• Provide end users with basic guidance on cybersecurity awareness and secure IT practices.
• Assist with other IT support tasks as assigned.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.

Experience

• Minimum of 1 year of experience in IT Help Desk, Technical Support, or a similar role.

Technical Skills

• Knowledge of Windows operating systems and Microsoft 365.
• Basic knowledge of Active Directory and user account management.
• Familiarity with computer hardware, printers, networking, and peripheral devices.
• Experience using IT ticketing systems.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Basic knowledge of cybersecurity principles, endpoint protection, and security best practices.
• Familiarity with remote support tools.

Soft Skills

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Good organizational and time management skills.
• Ability to prioritize tasks and handle multiple requests.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and continuously improve technical skills.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• ITIL Foundation (Preferred)
• Microsoft Certified (Preferred)