Junior IT Service Delivery Analyst

IT

21st Sept 2024

Jeddah

The L1 Service Delivery Analyst role is to deliver IT support to all Fosroc end-users across multiple sites within Saudi Arabia, providing a high level of expertise and best practices based on the ITIL model. This includes ensuring that all requests are handled within the Service Level Agreement by determining the nature of the problem, diagnosing hardware or software issues, installing new software applications, training clients on proper application use, providing effective assistance, and maintaining strong customer relationships.

Work closely with the IT Service Delivery Analyst based in Saudi Arabia to ensure a high level quality of support to the business within agreed SLA’s.

Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Follow ITIL framework within the organisation with a focus on Incident, Problem, Change, and Release management and recommend continual service improvement initiatives.

Communicate and enforce all Group IT policies and procedures across the region.

Liaise with the IT Partners / Vendors to ensure the quality of service and performance across the region is maintained.

Log all requests in the Service Desk Call Logging system.

Installing and configuring client computer systems as per Group IT procedure.

Meeting with end-users to diagnose and resolve software, networking, or hardware issues.

Communicate internally and externally on scheduled downtimes, projects, upgrades and other IT operational events as and when required.

Ensuring the IT Ticketing system is updated daily with the progress updates.

Act as a focal point for all regional requests, incidents, escalations and resolutions.

Escalate any requests/issues to the IT Service Delivery Analyst before SLA breaches if unable to resolve

Provide 1st line support - troubleshooting of IT-related incidents to resolution.

Provide basic in-house training for users when required.

Assist the IT Service Delivery Analyst with any infrastructure or software-related project activities whenever required.

Travel within the region if required and work overtime as required to deliver services to the business.

Take ownership of incidents to ensure coordination of resolving parties

Assist the IT Service Delivery Analyst as and when required for reporting, project management, vendor engagement and additional ad-hoc requests.

Education and experience
A graduate with a minimum of 2+ years of general IT support, including desktop support and administration

Soft Skills
Clear communicator (written and verbal)
Pro-active and able to work on their own
Strong problem-solving, conflict resolution, and critical thinking skills
Ability to handle and prioritize requests

Functional and technical skills
Knowledge of computer hardware and networking systems
Skilled in troubleshooting and resolving hardware problems for workstations, printers and other IT peripherals
Proficient in Windows 10 and Windows 11
Proficient in Microsoft Office 365 and desktop applications.
Knowledge of ITIL Methodology (optional)
Experience in IT Service Management/ticketing software (optional)
Experience in Microsoft Share Point platform (preferable)

Behaviours
Ability to deliver within tight deadlines
Ability to work under high-pressure
Ability to multitask and prioritize activities
Excellent interpersonal skills, presentable, friendly, approachable, and excellent professional attitude.