L1 Service Delivery Analyst

2 weeks ago


Jeddah, Saudi Arabia Fosroc Full time

**Vacancy**:
**Job title**
- L1 Service Delivery Analyst**Department**
- IT**Close date**
- 14th Dec 2023**Location**
- Jeddah***

**Job description**:
**Job description**Responsibilities**
- 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 organization 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.

**Skills required**
- Soft Skills
- Clear communicator (written and verbal)
- Pro-Active and ability to work on their own
- Strong problem solving, conflict resolution and critical thinking skills
- Ability to handle and prioritise 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
- Knowledge of ITIL Methodology (optional)
- Experience on IT Service Management/ticketing software (optional)
- Experience in Microsoft SharePoint platform (preferable)
- Behaviors
- 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.

**Educational requirements**
- A graduate with a minimum 2+ years of general IT support, including desktop support and administration.**Job role notes



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