IT Service Support Analyst

4 weeks ago

Jeddah, Saudi Arabia DHL Full time

Role Purpose
- Responsible of Telecommunication for all users around SA
- Telecom Invoices to be paid on time and manage cost history with full control in a full detail - reporting on monthly basis based on account number
- Ability to get new telecommunication solution from the vendors
- Communication with all ISP’s and Telcom companies

(STC, Zain, Bravo, Mobily, Labara, Sahara, ITC... etc.)
- While the position will be based in KSA, DHL reserve the right to move the employee to other offices within KSA for short period to meet the business requirements.
- To ensure all gateway connectivity and system access are online.
- Cover IT services support analyst in case of emergency to keep business running
- On call support for business unit 24/7 via company mobile

Accountability
- Give options and ideas depending on the scenario /issue arise to Operation support manager
- Maintain the local area network and related hardware.
- Support the connectivity to the wide area network and its related hardware.
- Install and commission communications equipment as required.
- Support AVAYA PABX system, telephone lines & digital circuits.
- Monitor network performance and act as appropriate to ensure optimum availability.
- Coordinate with IT staff with respect to fault reporting and resolution, requirement for data management, and standards for data administration.
- Coordinate with local service provider to report for any faulty digital circuits and telephone lines.
- Maintain and support electronic mail services both at both client and server level.
- Ensure all ISO 9002 requirements are meet and all documentation is maintained at the required standard
- Maintain the existing installation of in-office PCs.
- Upgrade them depending on business requirements as necessary.
- Maintain the related peripherals like printers, bar-code readers, modems, etc.
- Maintain and update IS asset register for all IS equipment.
- Must have good planning, time and project management abilities
- Communication skills (English), spoken and written
- Maintaining a practical working knowledge of current developments and innovations in an extremely volatile technical environment
- Must have excellent inter-personal skills
- Must be self-motivated and be able to work with minimum amount of supervision
- Must have a good teamwork, hard work, enthusiasm, and customer focus.
- Must have a good communication & interpersonal skill (Negotiating, Presentation, reporting skills).
- Be able to maintain a calm manner when dealing with users and offer appropriate advice when asked

Scope of role
Business Entity Supported Number of System Users
ALL SA Users 1200+
- 1. MAJOR CHALLENGES
- Non-Availability of right dealers, suppliers within KSA.
- Maintain and support the PC desktops and related peripherals, to assist the Network Administrator in managing the local area network/WAN and the Windows 7/10/11 platform
- Travel & Movement for support in & out KSA. (DHA, JED, RUH, PSC’s)

2. DEGREE OF SUPERVISION
N/A
- 3. PERSON SPECIFICATION
3.1 Education
Degree in Information Services / Business (or equivalent)
3.2 Experience
3 years industry experience of which a minimum of 1 year within DHL.
3.3 Technical Knowledge/Skills
- Personal computer set up and preparation for use both hardware and software.
- Having supported Windows 7/10/11 network & Servers, PC desktops and peripherals.
- CITRIX, Network Monitoring, Symbol Scanners, RF Devices knowledge.
- Open minded and has IT skills following market products.
- 1st Level hardware and software troubleshooting.
- IBM / Intel compatible PC hardware configurations.
- Windows 7/10/11 Operating Systems.
- TCP/IP, SMTP, DNS, DHCP, AD
- Network prionter basic support
- Internet high skills

YOUR TASKS:

- Identify, develop and maintain favorable contact with high level decision makers including C-suite level and work to understand strategic business challenges while developing a business fit between DGF and the customer.
- Focus is on delivering Customer Satisfaction by leveraging the organization’s network and ensuring all stakeholders are engaged.
- Develop proposals and sales plans that support increased sales from targeted prospects.

Competencies

Planning Organizing Plans a course of action to accomplish high-priority goals. Monitors progress. Anticipates problems and revises plans to meet changing circumstances
Communication Provides information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively
Teamwork Knows the talent needs of the team and attracts the people who can meet those needs. Encourages collaboration among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance
Analysis Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions
Organizational Awareness Uses an understanding of both the formal a

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