Information Technology Support Specialist (Saudis Nationalities ONLY)

Job Title: Information Technology Support Specialist

Location: Saudi Arabia (Riyadh preferred)

Company : Tharwah

Tharwah is a publicly listed company founded in 2012. It is the first consulting firm to be listed on the parallel market (Nomu). Tharwah specializes in management consulting, training and development services, as well as artificial intelligence and digital solutions. The group aims to create a positive and lasting impact on individuals, organizations, and communities by providing exceptional services with global standards delivered through deep local understanding.

Key Responsibilities

• Provide first-line IT support to Tharwah employees across hardware, software, systems, and access issues.
• Manage and track incidents, service requests, and changes through the IT service management (ITSM) system, ensuring timely resolution and SLA adherence.
• Support ITIL-based service management processes, including incident, request, problem, change, and knowledge management.
• Coordinate with internal and external IT vendors to resolve escalated technical issues.
• Assist in reviewing and scheduling change requests, maintaining change logs and calendars.
• Monitor recurring incidents and service request trends, and support initiatives to improve service quality and system stability.
• Prepare basic IT service reports (tickets, response times, recurring issues) for management review.
• Maintain and update IT knowledge base articles and SOPs to support self-service and standardization.
• Support onboarding and offboarding activities (device setup, system access, email, tools).
• Ensure high levels of user satisfaction through clear communication, follow-ups, and feedback collection.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 0–2 years of experience in IT support, service desk, or internal IT operations (internships and fresh graduates are welcome).
• Basic understanding of IT service management concepts (ITIL knowledge is an advantage).
• Familiarity with ticketing / service management tools such as ServiceNow, Freshservice, Jira Service Management, or similar.
• Comfortable using Excel or basic reporting tools to track tickets and performance metrics.
• Exposure to professional services, consulting, or corporate office environments is a plus.

Key Skills & Competencies

• Strong customer service mindset and ability to support professional users.
• Clear communication skills (Arabic required; English is a strong plus).
• Organized, detail-oriented, and able to manage multiple requests simultaneously.
• Problem-solving attitude with willingness to learn and grow in IT service management.
• Professional demeanor suitable for a consulting firm environment.

Job Type: Full-time

Pay: ﷼7,000.00 - ﷼10,000.00 per month

Application Question(s):

• What is your nationality?

Experience:

• IT Support: 3 years (Required)