Senior Service Desk Analyst Eastern Province, KSA
Awan Solutions for Information & Technology (ASIT) is growing our Managed IT Services team and looking for a Senior Service Desk Analyst based in the Eastern Province (Al Khobar/Dammam).
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
✅ Single Point of Contact (SPOC) for all IT incidents and service requests
✅ Log, categorize, and prioritize tickets in the ITSM platform
✅ First-line troubleshooting - password resets, account unlocks, M365 issues, app/printer/workstation support
✅ First Contact Resolution and SLA-driven incident management
✅ Process standard service requests (account creation, access, software/hardware requests)
✅ Monitor service desk queues and infrastructure alerts
✅ Escalate complex issues to L3 teams with complete troubleshooting notes
✅ Keep users informed and confirm resolution before closure
✅ Maintain knowledge articles and conduct structured shift handovers for 24/7 continuity
𝗦𝗲𝗻𝗶𝗼𝗿-𝗟𝗲𝘃𝗲𝗹 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
✅ Troubleshoot Windows/macOS, M365, Entra ID, Exchange Online, Intune, SharePoint/OneDrive, VPN
✅ Perform root cause analysis (RCA) and lead major incident resolution
✅ Maintain known error database and problem records; participate in post-incident reviews
✅ Own endpoint and server patch management (Intune/MECM/SCCM/WSUS) incl. compliance reporting and emergency patching
✅ Manage Windows, macOS, iOS, and Android devices via Intune; develop compliance policies and security baselines
✅ Support advanced identity & access management - SSO, Conditional Access, MFA, privileged access review
✅ Develop SOPs, runbooks, and maintain the Service Desk knowledge base
✅ Produce operational reports, track SLA/KPI performance, and recommend service improvements
✅ Coordinate with Microsoft and other vendors on support cases and escalations
🎯 What we're looking for:
A candidate based in or willing to relocate to the Eastern Province, with hands-on enterprise/managed services experience across the M365 stack, strong ownership of incidents end-to-end, and the technical depth to lead, not just escalate.
📍 Location: Al Khobar / Dammam, Eastern Province, Saudi Arabia
🏢 Company: Awan Solutions for Information & Technology (ASIT)
Interested or know someone who fits? Drop a comment, send a DM, or share your CV by WhatsApp
Contact Number => +996 59 916 9066