help desk / infrastructure monitoring analyst.

We are seeking a Help Desk / Infrastructure Monitoring Analyst to ensure continuous availability, performance, and reliability of IT infrastructure. This role is critical to first-line operational support, proactive monitoring, and incident management within a 24/7 enterprise environment.

Responsibilities include incident detection, classification, escalation, and resolution in alignment with ITIL best practices.
The analyst will act as the first point of contact, perform initial troubleshooting, and coordinate with second- and third-line support teams.
Accurate logging, tracking, and documentation of incidents, service requests, and changes within ITSM tools is expected.
The role also contributes to continuous service improvement through trend analysis, reporting, and operational feedback.

Proven experience in a Help Desk, NOC, or Infrastructure Monitoring role.
Strong working knowledge of ITIL processes, particularly Incident Management, Problem Management, and Change Management.
Hands-on experience with monitoring tools, ticketing systems, and operational dashboards.
Ability to operate in high-availability, mission-critical environments.
Professional fluency in English, both written and spoken, is mandatory.
Strong communication skills, operational discipline, and ability to work under pressure.

Availability & Mobility Requirements
Full availability to work on-site in Riyadh is mandatory.
Willingness to work shifts, including nights, weekends, and on-call rotations as required by operational demands.

Key Competencies
Operational excellence and customer-centric mindset.
Strong analytical and troubleshooting capabilities.
Process-driven approach with attention to compliance and documentation.
Team-oriented profile with the ability to interact effectively with global stakeholders.