IT Help Desk

About Saudi Gold Refinery

Saudi Gold Refinery (SGR) is a prominent Saudi mining and precious-metals company focused on refining gold and precious metals, producing bullion, and offering value-added precious-metal services. As a key player in the Kingdom's mining sector, SGR aligns with the Vision 2030 mining pillar and adheres to the regulatory framework established by the Ministry of Industry and Mineral Resources (MIM), as well as applicable Saudi and international standards. The company is committed to producing responsibly sourced, traceable, and certified bullion, operating to LBMA Good Delivery and ISO-aligned quality standards, and investing in its people, processes, and controls.

Role Overview

Saudi Gold Refinery (SGR) is seeking an IT Help Desk professional in Riyadh, Saudi Arabia, to provide essential first-line technical support for its refining and corporate operations. This role is crucial for ensuring that employees across the assay lab, plant offices, and administrative departments maintain continuous access to critical IT systems and hardware. The primary focus will be on resolving incidents, managing user access, and maintaining IT assets to support uninterrupted business operations. Reporting directly to the IT Manager, the IT Help Desk will be instrumental in upholding service levels and ensuring user satisfaction throughout the organization, contributing to operational stability through efficient technical issue resolution and strict adherence to IT security and support protocols.

Key Responsibilities

• Diagnose and resolve end-user hardware and software issues within established service level agreements to minimize operational downtime.
• Manage user accounts and permissions within Active Directory, ensuring secure and timely provisioning and revocation of access.
• Maintain accurate records of all IT hardware assets and coordinate necessary repairs or replacements with external vendors.
• Assist in the deployment of software updates and security patches to endpoint devices to uphold system integrity and compliance.
• Perform basic network diagnostics to identify connectivity problems and escalate complex network faults to the appropriate infrastructure teams.
• Document all support activities and resolutions within the IT service management tool for traceability and knowledge retention.
• Provide clear guidance and instructions to users on the appropriate use of IT systems and security best practices.
• Liaise with external vendors regarding hardware warranties and maintenance services to ensure prompt resolution of equipment failures.

Qualifications

• A Bachelor's degree in Information Technology or a closely related field is required.
• A minimum of two years of experience in an IT help desk or technical support capacity is necessary.
• Proficiency in supporting Microsoft Windows operating systems and Office 365 is essential.
• Prior experience with Active Directory user management is a mandatory requirement.
• Familiarity with ITIL incident management processes is expected.
• Strong troubleshooting capabilities for hardware and network connectivity issues are needed.
• Effective communication skills in both English and Arabic are mandatory.
• A commitment to adhering to information security policies and procedures is required.

Preferred Qualifications

• Experience within an industrial, manufacturing, or laboratory setting is advantageous.
• Familiarity with SAP or other Enterprise Resource Planning (ERP) systems is a plus.
• Holding an ITIL Foundation certification is desirable.
• Experience utilizing mobile device management tools would be beneficial.

Success Metrics

• Achieve a first-contact resolution rate exceeding 75% for all assigned tickets.
• Maintain an average customer satisfaction score above 4.5 out of 5.
• Ensure user access requests are completed within four hours of approval.
• Uphold 100% accuracy in the IT asset register for all managed devices.
• Respond to priority one incidents in under fifteen minutes on average.
• Create and publish at least ten new knowledge base articles annually.
• Prevent any security incidents arising from improper access management or handling.

Equal Opportunity Statement

Saudi Gold Refinery is committed to providing equal opportunities to all qualified applicants. Hiring decisions are based on role requirements, candidate skills, experience, and alignment with Saudization and Vision 2030 objectives.