IT Support Analyst

الوصف الوظيفي
Job Purpose:

The main purpose of the IT Support Services Analyst is to perform the assigned jobs under one of the following functions:

· IT Services Management.

· Technical Support.

· Business Partner.

· IT Communication.

· Performance & QA.

This include one or more of the following activities:

· Serving as the first point of contact for customers seeking IT assistance.

· To generate and publish IT reports, dashboard as per IT Support Services requirement.

· To Perform troubleshooting applicable for Technical support) as per IT support guidelines, including analyzing network / system problems and provide appropriate resolution steps.

· Maintain current and accurate inventory of technology hardware, software and resources.

· Develop service management process and procedures applicable to deliver IT Services.

· Monitor and manage defined Key Performance Indicators for Service Management Processes and delivered Services to the IT customers.

· To coordinate change management and quality compliance.

· Maintain customer satisfaction level as per IT KPIs.

Functional Duties:

Also, he/she will be responsible/accountable on the following activities:

· Respond to end users queries and escalate to concerned IT Service manager for closure.

· Prepare and publish IT reports, dashboard as per procedure defined by IT Support Services.

· Perform troubleshooting (applicable for Technical support) as per IT support guidelines, including analyzing network / system problems and provide appropriate resolution steps.

· Walk the customer through the problem-solving process.

· Direct unresolved issues to the next level of support personnel.

· Maintain current and accurate inventory of contacts of all support personnel, escalation matrix.

· Follow-up and update customer status and information.

· Pass on any feedback or suggestions by customers to the appropriate internal team.

· Identify and suggest possible improvements on procedures.

· Conduct a regular preventive maintenance checks using the corresponding testing methods to ensure that the general technical and physical features are in adequate operational condition and to report any need for further maintenance or replacement.

· Maintain current and accurate inventory of technology hardware, software and resource.

· Document all problems, issues and repairs in the log in order to be used for quality assurance and future trend analysis.

· Perform any job-related activities as requested by the immediate supervisor/manager.

· Develop service management process and procedures applicable to deliver IT Services.

· Monitor and manage defined Key Performance Indicators for Service Management Processes and delivered Services to the IT customers

· Perform periodic reviews of IT Services delivered by IT and ensure the service levels are met as per IT Service KPIs defined and contracts with third party vendors/partners.

· Assess and identify operational gaps in the existing IT Services delivered by Sadara IT and review the service requirements with stakeholders.

المهارات
Education:

· Bachelor’s degree in computer science, Engineering, Business Administration or any related field.

Specific requirements:

The candidate should be ITIL certified with sufficient years of experience in IT service Management (from 0-5 years).
Saudi Nationals

Professional Qualifications:

· Preference: Project Management, Leadership Certificates.

تفاصيل الوظيفة
منطقة الوظيفة الجبيل, المملكة العربية السعودية
قطاع الشركة النفط والغاز; صناعة البتروكيماويات والمنتجات البترولية المكررة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف عقود
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 2
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3 الحد الأقصى: 6
منطقة الإقامة الجبيل, المملكة العربية السعودية ; الشرقية, المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/it-support-analyst-4416475/