Job Description
Qiddiya Investment Company is looking for a skilled professional to fill the position of Specialist - Network and IT Security. The Network and IT Security Specialist will be responsible for the design, implementation, and maintenance of the organization's security infrastructure for both network and IT systems. This position plays a critical role in safeguarding the confidentiality, integrity, and availability of data and systems by defending against cyber threats, vulnerabilities, and unauthorized access.
Responsibilities
- Deliver first-level technical assistance for issues related to hardware, software, and networks.
- Refer unresolved technical problems to the appropriate support tiers (L2/L3).
- Oversee and manage IT help desk tickets, ensuring they are resolved promptly.
- Prioritize incidents according to their severity (P1/P2/P3/P4) and impact on operations.
- Follow up on open tickets and verify that resolutions are well-documented.
- Ensure that ITSM processes are in alignment with KPIs and SLAs to uphold service quality.
- Identify opportunities for improvement and suggest enhancements to IT service workflows.
- Serve as a liaison between IT teams and business stakeholders.
- Facilitate interdepartmental communication to ensure efficient issue resolution.
- Regularly assess ticket queues and follow up on outstanding requests.
- Ensure adherence to SLA timelines by tracking the progress of issues.
- Produce reports on IT help desk performance, covering ticket trends, response times, and resolution rates.
- Supervise IT service desk operations and ensure compliance with industry best practices.
- Manage IT assets, encompassing tracking, allocation, and maintenance.
