About the Role
As a Junior Service Delivery Analyst at the company's Riyadh Hub Office, you will provide dedicated onsite IT support to enhance the efficiency and effectiveness of staff operations in a dynamic and diverse working environment. This role serves as the primary contact for technology-related issues, ensuring continuous improvement in IT service quality and user experience. You will coordinate with the regional IT team and other stakeholders to deliver responsive and high-quality solutions, maintain IT asset integrity, and ensure compliance with security standards.
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Key Responsibilities
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End-User Technical Support
- Act as the first point of contact for IT incidents and service requests submitted by staff.
- Diagnose, troubleshoot, and resolve hardware and software issues.
- Provide support for Microsoft 365 tools and other enterprise applications.
- Set up workstations and user accounts for new staff members.
- Manage user accounts, including provisioning, deprovisioning, and multi-factor authentication (MFA) enrollment.
- Assist with remote access solutions for hybrid working staff.
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Network and Infrastructure Support
- Monitor and maintain local area networks and internet connectivity.
- Perform basic configuration and troubleshooting of network devices.
- Maintain server room safety, including cable management and environmental controls.
- Assist in setting up video conferencing and meeting room technology.
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IT Asset and Inventory Management
- Maintain an up-to-date IT asset register.
- Coordinate procurement and deployment of new IT equipment.
- Ensure software license compliance.
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IT Security and Compliance
- Enforce endpoint security standards and respond to security alerts.
- Ensure compliance with data protection policies and local regulations.
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Service Management and Reporting
- Log and manage IT incidents and service requests through the IT Service Management (ITSM) platform.
- Maintain accurate documentation including network diagrams and user guides.
- Participate in IT team meetings and project planning sessions.
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Project and Change Support
- Provide support for IT projects, including infrastructure upgrades and new technology deployments.
- Assist in testing systems prior to production rollout.
- Support business continuity and disaster recovery activities.
Objectives
- Ensure operational continuity through reliable IT support.
- Enhance user experience and confidence in IT systems.
- Maintain IT asset integrity and lifecycle management.
- Support the stability of network infrastructure.
- Facilitate technology adoption and staff onboarding.
- Uphold IT security compliance.
- Strengthen vendor and stakeholder coordination.
Selection Criteria
- Education:
Master's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or closely related field. Equivalent professional experience will be considered.
- Work Experience:
Minimum of two years in an IT support or service delivery role, preferably in a multinational organization. Experience with Microsoft 365 support, IT asset management, and ITSM platforms is essential.
- Languages:
Proficiency in both English and Arabic is required.
- Personal Competencies:
Strong customer service orientation, problem-solving skills, effective communication, adaptability, and integrity.
Benefits and Contract Details
- Contract Type: Extended Term Temporary (ETT) appointment for one year, with a maximum lifetime of three years.
- Location: Riyadh, Saudi Arabia.
- Travel: Some local travel may be required.
The company is committed to diversity and inclusion and encourages applications from qualified candidates regardless of gender, ethnicity, sexual orientation, or disabilities. Join us to make a difference and contribute to solutions for global development challenges.
