Nasser Al Khaldi

As the Digital and Technology Support Services Manager, I oversee both the Service Desk and Field Support functions within the Digital & Technology (D&T) organization. I am responsible for ensuring a seamless, high-quality support experience across all levels of the business, aligning our services with broader digital strategies and user needs.

In addition to managing day-to-day support operations, I lead efforts in developing and maintaining technology support policies, procedures, and standards. I work closely with internal and external auditors to address audit observations, ensure compliance with regulatory requirements, and drive continuous service improvements.

Key responsibilities:

Managing and developing high-performing Service Desk and Field Support teams

Designing and implementing IT support policies, procedures, and best practices

Driving service excellence by managing KPIs, SLAs, and customer satisfaction metrics

Leading initiatives to address and close audit observations related to IT support and operations

Acting as the escalation point for critical incidents and service challenges

Supporting the broader D&T organization with proactive, user-centric support strategies

Introducing automation, self-service tools, and process optimization to improve efficiency

Promoting a culture of compliance, accountability, and continuous improvement


With a strong focus on operational excellence, governance, and innovation, I am committed to delivering a world-class technology support experience that enables the business to thrive.

I manage essential digital transformation projects, supervised IT Projects, including ERP implementation, website development, and service desk management. These responsibilities were instrumental in streamlining operations, enhancing our online presence, and providing top-notch IT support.

- Leading regional Service Desk team at Saudi Arabian National Guards communication project (SANGCOM).
- Monitoring telecom network infrastructure, this is including IT Computing Systems, regional telecom network, Mobile
Radio, Microwave and Power services within the region.
- Observing and ensuring preventative maintenance has been conducted as per contract, with related field teams.
- Act as Incident Manager to take overall responsibility of incident management and request fulfillment as per SLA.
- Liaise with senior customers personnel as part of operational support to ensure high level of service delivery.
- Produce and raise regional performance reports to higher managers, customer and stakeholders.
- Drafts and maintains policy, standards and procedures for the Service Desk and incident management using ITIL

1. Research questions using available information resources.
2. Advise user on appropriate action.
3. Follow standard help desk procedures.
4. Log all help desk interactions.
5. Administer help desk software.
6. Redirect problems to correct resource.
7. Track and route problems and requests and document resolutions.
8. Prepare activity reports.
9. Inform management of recurring problems.
10. Stay current with system information, changes and updates.
11. Improve customer service, perception, and satisfaction
12. Fast turnaround of customer requests.
13. Ability to work in a team and communicate effectively.
14. Escalate service requests that cannot be scheduled within agreed service levels.
15. Report the utilization of Support resources and successful completion of service requests
to the Service Desk Manager.

Responsible for:
- End-User Support.
- Implementation of new ERP system for the company (Sales, Accounting
(VAT) and HR).
- Delivery of walkthrough training to the employees on the ERP System.
- Redesign the website (www.raja.com.sa) + Installation of SSL Certificate.

- Investigating Root Causes of problems caused by power outages, Network failures, etc... With IT Admin Area Dep.
- Analysis and Visualizations for BMC Remedy trouble tickets system Incidents.
- Web Development on the IT Problem Management System on the KPIs, Knowledge base and the other different visualizations.
- Delivered Safety Presentation to ITSMD.
- Attended a number of knowledge sharing sessions.
- Submitted four Ideas to the Innovation Program.

Responsible for:
-Troubleshooting.
- Debugging and system analysis.
- AWS (Amazon Web Services) Maintenance including EC2, Route 53, S3, WorkMail.
- Microsoft Windows Maintenance.
- Items related to IT Purchases.

During this summer training I have worked in two related departments. Inventory Management & Purchasing Department.
- Learned and went through different functions of SAP.
- Worked under supervision of heads of the two departments.
- Overseen different operations of RFQ's, PO's and long term contracts.
- Maintained balanced amount of items.
- Worked on IT related tasks.