_{29th October, 2025}

Our client is looking for a Service Desk and ITSM Senior Engineer to lead the implementation and management of ITSM frameworks, streamline service desk operations, and ensure secure and compliant IT environments. The ideal candidate will have hands-on experience with ITIL-based processes, patch management, and tools such as Microsoft Intune and Zoho One.

Key Responsibilities

• ITSM Framework & Process Management – Lead the adoption and customization of ITSM tools (e.g., Zoho One) to align with business needs. Manage incident, service request, asset, event, and service catalog processes following ITIL best practices.
• Service Desk Operations – Provide Level 2 and 3 technical support for escalated incidents. Maintain the Knowledge Base and CMDB to ensure accuracy and improve user experience. Conduct root cause analysis (RCA) and implement preventive measures.
• Patching & Vulnerability Management – Oversee patch deployment, updates, and vulnerability remediation across endpoints and servers. Utilize Microsoft Intune or similar tools for device compliance and secure configurations.
• Microsoft & Cloud Services Management – Administer Microsoft 365, Exchange Online, Teams, SharePoint, and Azure AD. Manage user identities, enforce security policies, and automate workflows.
• Documentation & Compliance – Maintain SOPs and process documentation to ensure compliance with SAMA, NCA, and PDPL standards. Conduct regular audits to ensure adherence to the ITIL framework.
• Disaster Recovery & Backup – Develop and maintain disaster recovery (DR) plans, ensure regular backups, and verify data restoration readiness.
• Collaboration & Support – Coordinate with internal teams, vendors, and service providers to resolve complex issues efficiently and ensure seamless IT operations.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or a related field.
• 5–6 years of experience in IT service management, preferably within a financial services or enterprise environment.
• Proven expertise in ITIL framework implementation and service desk optimization.
• Hands-on experience with Microsoft Intune, Microsoft 365 Administration, and Zoho One for ITSM.
• Strong understanding of patch management, vulnerability mitigation, and endpoint security.
• Familiarity with SAMA, NCA, and PDPL compliance requirements.
• ITIL, PMP, or equivalent certification.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Zoho One Administration Certification.
• CompTIA Security+ or similar certification in IT security and compliance.

If you’re a results-driven IT professional with a passion for service excellence and process optimization, we’d love to hear from you.

Apply For Job