Analyst, IT Digital Workplace Services

7 months ago

Riyadh, Saudi Arabia Hikma Pharmaceuticals PLC Full time

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 non-routine 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 day-to-day operations assigned for the function to ensure compliance with the established standards and procedures.
- Responds promptly to inquiries from users on various non-routine 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
- 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 problem-solving. (Define the problem, Brainstorm alternatives, choose the best strategy and implement solutions) to perform a better diagnostic and improve troubleshooting skills
- 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 high-quality service.
- Take action to exceed customer’s 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 non-verbal messages.
- Express concerns with reputation, status, appearance, etc.

**Planning and Organizing**
- Performs routine short-term 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
- 1-2 years of experience in Helpdesk

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