Analyst IT Digital Workplace Services

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Precision Hire Solution Full time

Job Description:

  • Responsible for providing effective support to users on the network and other associated systems under supervision. Job holders develop simple programming solutions / Networking skill /Microsoft skill/Computer skill and carry out troubleshooting for nonroutine problems in a timely manner to ensure minimum downtime.

Accountabilities

  • Follows all relevant IT policies processes and standard operating procedures so that work is carried out in a controlled and consistent manner.
  • Implements the daytoday operations assigned for the function to ensure compliance with the established standards and procedures.
  • Responds promptly to inquiries from users on various nonroutine queries related to the IT systems
  • Resolves fewer complex problems independently for any complex issues; works in conjunction with senior colleagues or the vendors of the system or equipment.
  • Carries out adjustments or customization related to IT system seeking advice from vendors in case of major or complex requirements.
  • Remains abreast of new developments in the IT related domain area and aims to enhance own knowledge and awareness.
  • Attend to queries received from concerned parties and generates reports/status reports for superior providing details of problems handled responses solutions and enhancement in their related area.
  • Complies with all relevant safety quality health and environmental procedures to ensure a healthy and safe work environment
  • Develop department Documentation (Preparing test scripts and Change controls)
  • Testing of medium complexity issues such as master data maintenance and directing
  • the user to the correct way
  • Applying and using various techniques in documenting and recording information in written or electronic/magnetic formats.
  • Active listener and owns Effective Questioning skills. Knows when to use closed and open questions when seeking additional information from the customer.
  • can respond to customers queries and issues related to computer systems in a friendly professional manner.
  • Provide a high level of follow up skills to make sure the customer is happy.
  • Understands the critical components involved in problem analysis and problemsolving. (Define the problem Brainstorm alternatives choose the best strategy and implement solutions) to perform a better diagnostic and improve troubleshooting skills
  • Utilizes Knowledge of applications/software component and parameters routine maintenance requirements principle of troubleshooting procedures and relevant standards and specifications to analyze common issues and problems as well as provide adequate resolution accordingly.
  • Understands the organizational IT Plan and hardware requirements schedules regular preventative maintenance and provide contact user support and addresses breakdowns immediately.
  • Possesses basic knowledge of various Information security tools and techniques.
  • Understand Infosec processes and technologies controls and their role in protecting the organization against security incidents.
  • Follow the enforced InfoSec policies and controls and act as a role model for customers.
  • Log track and manage security incidents. Escalate to Infosec team when needed.
  • Highlight areas of development which requires Infosec attention

Customer Focus Internal/External

  • Rapidly establish rapport with customers by being friendly patient and polite. Uses positive language. Listen carefully to customers requirements.
  • Is responsive and informative toward customers inquiries.
  • Takes personal responsibility to ensure that customer needs are fully understood and delivered in a timely way as agreed with the customer.
  • Is receptive to feedback to minimize/eliminate errors and produce highquality service.
  • Take action to exceed customers expectations.
  • Deal effectively with dissatisfied customers.

Communication & Influence

  • Can express own perspective clearly and concisely.
  • Listen to others and use relevant questions to gather information and check their understanding.
  • Explain and justify point of views objectively presents supporting facts and figures and discusses options.
  • Body language is appropriate and consistent with nonverbal messages.
  • Express concerns with reputation status appearance etc.

Planning and Organizing

  • Performs routine shortterm planning of own work prioritizes own duties and organizes resources to complete tasks in a timely manner.
  • Keeps the concerned personnel informed regarding progress on tasks.
  • Uses the available resources responsibly and efficiently.

Education & Experiences:

  • B.Sc. Degree in Computer
  • 12 years of experience in Helpdesk
This job has been sourced from an external job board.
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