IT Help Desk

Saudi Gold Refinery (SGR) is a Saudi mining and precious‑metals company specialized in the refining of gold and precious metals, bullion production, and value‑added precious‑metal services. Operating within the Kingdom's mining value chain, SGR is aligned to the Vision 2030 mining pillar and to the regulatory framework set by the Ministry of Industry and Mineral Resources (MIM) and applicable Saudi and international standards. We produce responsibly sourced, traceable, and certified bullion, operate to LBMA Good Delivery and ISO‑aligned quality standards, and invest in the people, processes, and controls behind every bar we produce.

Role Overview

Saudi Gold Refinery (SGR) is seeking an IT Help Desk in Riyadh, Saudi Arabia to provide reliable first‑line technical support for our refining and corporate operations. This role ensures that employees in the assay lab, plant offices, and administrative departments have continuous access to critical IT systems and hardware. The position focuses on incident resolution, user access management, and asset maintenance to support uninterrupted business processes.

The IT Help Desk will report directly to the IT Manager and will play a key role in maintaining service levels and user satisfaction across the organization. This position contributes to operational stability by resolving technical issues efficiently and adhering to established IT security and support protocols.

Key Responsibilities

The IT Help Desk will be responsible for the following key areas of technical support and service delivery.

Incident Resolution

The role diagnoses and resolves hardware and software issues for end‑users within agreed service level agreements to minimize downtime.

Access Management

This position manages user accounts and permissions in Active Directory, ensuring secure and timely access provisioning and revocation.

Asset Maintenance

The IT Help Desk maintains accurate records of IT hardware assets and coordinates repairs or replacements with vendors as needed.

System Support

The role assists in the deployment of software updates and security patches to endpoints to maintain system integrity and compliance.

Network Troubleshooting

This position performs basic network diagnostics to identify connectivity issues and escalates complex network faults to infrastructure teams.

Documentation

The role documents all support activities and solutions in the IT service management tool to ensure traceability and knowledge retention.

User Guidance

This position provides clear instructions and guidance to users on the proper use of IT systems and security best practices.

The IT Help Desk liaises with external vendors for hardware warranties and maintenance services to ensure timely resolution of equipment failures.

Qualifications

• Bachelor's degree in Information Technology or a related field is required.
• At least two years of experience in an IT help desk or support role is necessary.
• Proficiency in Microsoft Windows OS and Office 365 support is essential.
• Experience with Active Directory user management is required.
• Knowledge of ITIL incident management processes is expected.
• Strong troubleshooting skills for hardware and network connectivity issues are needed.
• Ability to communicate effectively in English and Arabic is mandatory.
• Commitment to adhering to information security policies and procedures is required.

Preferred / Nice‑to‑have

• Experience in an industrial, manufacturing, or laboratory environment is preferred.
• Familiarity with SAP or other ERP systems is advantageous.
• ITIL Foundation certification is desirable.
• Experience with mobile device management tools is a plus.

Success Metrics

• First‑contact resolution rate exceeds 75% for all assigned tickets.
• Average customer satisfaction score remains above 4.5 out of 5.
• User access requests are completed within four hours of approval.
• IT asset register accuracy is maintained at 100% for managed devices.
• Average response time for priority one incidents is under fifteen minutes.
• Ten new knowledge base articles are created and published within the year.
• Zero security incidents result from improper access management or handling.

Equal Opportunity Statement

Saudi Gold Refinery welcomes applications from all qualified candidates. Hiring decisions are made based on role requirements, skills, experience, and alignment with Saudization and Vision 2030 priorities.