IT Support Analyst

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IT Support Analyst

Our client has an urgent requirement for a Service Desk Technical IT Support person, based in Saudi Arabia, this is a permanent role. The role may require occasional travel to mostly middle-east locations as needed; a valid passport is required. Salary Package: * Basic SAR 5,000/month * Transport SAR 500/month (10% of basic) * Housing SAR 1,250/month (25% of basic) Total SAR 6,750/month

Job Description

The Service Desk Technical IT Support role is responsible for providing telephone/chat support to internal users of IT systems and tools, utilizing expert knowledge of our systems while providing excellent customer service.
This position acts as a problem solver and reports necessary data to the I.T. Global Service Centre Manager.
The Service Desk Technical IT Support role will work as an agent in the IT Call Centre system, answering calls from users who need help to solve IT incidents (tickets) and IT requests. The role holder will be full time dedicated to provide technical assistance to users, answering questions and solving computer issues for client's end users in via telephone or virtually using chat.
The typical activities may include providing assistance concerning the use of computer hardware and software, including printing, software installations, and applications.
The candidate is expected to evolve from merely helping users to driving improvement projects that will solve the root cause problems and eliminate the need for human intervention or dedicated support.
The Service Desk Technical IT Support will work with the IT team in all other locations to solve user's problems.

Location:
The role is based on Dammam Saudi Arabia. The role involves supporting users in any of the clients Location including, but not limited to, Saudi Arabia, UAE, England, USA, Germany, Singapore, China and any other office FET opens in the future.

Travelling:

The role may require occasional travel to mostly middle-east locations as needed; a valid passport is required. The role holder will regularly interface with the users and IT team and will thus play a key role in helping client achieve its strategic objective of significantly de-risking the IT operation and improving operational excellent across all business units and product lines. As such, the role holder is expected to participate in team meetings that could sporadically happen in any of the FET facilities and might require travelling for a reduced number of days.
Main Tasks and Responsibilities:
? Provide problem isolation, diagnostics and resolution to clients.
? Maintain Service Desk records in appropriate documentation systems.
? Provide day to day phone support for all clients.
? Provide structured approach to problem solving.
? Manage and support installation of all software and software integrations for new and existing clients.
? Interact within various levels of the client organization to resolve issues.
? Maintain expertise on our specific products through research/testing.
? Adhere to call management procedures and timely escalation of problems.
? Use remote support software to clients on their computers.
? Understanding of Service Desk System (Service Now).
? Test and implement new software before being deployed to client's end users.
? Participate in Projects as needed with direction from Manager.
? Support Network issues and escalate as needed.
? Knowledge of MS Office suite/Installation/Troubleshooting.



 Knowledge of Engineering Applications.
 Provide Customer Service across all companies.
 Provide onsite support as needed for Hardware.
 Imaging and build out of Desktop and Laptops standards.



 Support Smartphones and other handheld devices.
 Ensure that actions taken fulfil the requirements of IT policies and procedures.
 Other duties as assigned by Manager.
 Provide Call Centre Support/Phone Support could be up to 100% of the time.
 Take full ownership of the user issues registered in the IT support ticketing system (Service Now).
 Identify, diagnose and resolve all IT support related issues submitted via the IT support ticketing system.
 Provide end user hardware and application support for users for all locations, focusing primarily on Scotland, England, Germany, Singapore, Dubai and Brazil, but supporting all FET sites as required.
 Participate on IT project teams with directions from the IT Manager.
 Support the network specialist if needed, in solving network related issues on the internal network at each of the locations in the UK.
 Assist on queries related to software such as Solidworks, Autocad, Taros, etc. – with support from vendor and experts.
 On-boarding and off-boarding users in Active Directory, Exchange and other corporate tools.
 Help users use IT to maximize the benefits of using technology to be productive and drive results for FET.
 Work collaboratively with the IT team to successfully solve complex and multi-area issues.
 Execute the asset management process registering and keeping up to date the data base of assets (computers, phones, mobiles, etc.)
 Manage multiple tickets at the same time up to resolution taking personal responsibility for delivery against commitments made and managing expectations appropriately with the business units and its users.
 Acts as an IT support expert, capable to quickly assess the technical solutions and make recommendations to achieve the desired objectives with minimum risk.
 Assisting with setting up users phones.
 Proactively drives ideas to drive efficiency and minimize IT risk.



 Build documentation—that can be applied flexibly by other FET IT support people and ensure knowledge sharing extends beyond the functional boundary of the role.
 Meet the IT support KPIs as assigned by leadership.
 Build and maintain relationships with other teams.
 Communicate openly and comfortably with users and peers and is able to challenge when necessary.
 Troubleshoot issues and produce analysis to fuel decision making. Able to evaluate complex situations using multiple sources of information to solve the issues.
 Achieve and maintain appropriate accreditations for the role.
 Highlight opportunities for cost reduction.
IT Support:
The role holder will support users in areas such as:  End User SW  End User HW  Telephony  WIFI  Internet Access  Mobiles  Business Systems/Apps/ERPs  Physical Security  Network Security  Licenses  Date Centre Technology  Telecoms LAN  Network Connectivity  Cabling  Asset Mnagement

Required Qualifications & Skills:
 Bachelor’s degree preferred or relative equivalent experience required.
 Microsoft, MCSE, MCP, AITL, A+, Microsoft, Cisco or similar qualifications.
 Excellent technical knowledge and fault finding and diagnosis experience.
 Good MS Office skills with the ability to learn new applications quickly.
 Logical mind with the ability to process a variety of data in a systematic fashion.
 Good customer service/phone skills.
 Good organizational skills and ability to manage multiple projects.
 Fully bilingual (Arabic and English).
 Understanding of concepts, procedures and application of best practices for IT support disciplines (e.g. ITIL, network management, Project Management, Risk Management, etc.)
 Ability to operate in a team environment.
 Good working knowledge of Microsoft Office.
 Knowledge of anti-virus technologies.
 Customer focus.
 Experience providing technical support, troubleshooting and diagnosing issues in a Service Desk environment.
 Experience with computer systems and recent experience in user’s support and ticket resolution and issue management.
 Relative experience in technical IT support roles.
 Relative Service Desk experience in a professional services organization is preferred.
 IT support in Call centre.
 Use of Service Now or similar ticketing system.
 Previous experience in an all-round IT support role.
 Previous experience with Windows desktop, Windows server.
 Previous experience Microsoft Exchange and Citrix.
 Previous experience with TCP/IP and configurations of network devices (DNS, DHCP, WINS, routers, access point, firewalls, VPN’s).

Advanced Resource Managers Engineering Limited operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.

Key Consultant

Isabel MacVicar

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With vast experience within the Oil & Gas industry, my 20 years in recruitment have all been spent working with service and operating companies based in Aberdeen.