E T Temporary (Junior Service Delivery Analyst)

About the Role
Join a diverse, global community at the company, where you will play a vital role in addressing some of the world’s most pressing development challenges. As a Junior Service Delivery Analyst, you will not only provide IT support but also act as a digital enabler for the Gulf Cooperation Council (GCC) Bank Operations teams. Your responsibilities will include delivering on-site IT support while fostering modern data reporting and workflow automation using tools like Power BI, Power Apps, and Power Automate. This position will require you to effectively balance core IT support duties with strategic business operations improvements.

Responsibilities

1. Core IT User Support

• Serve as the first point of contact for IT-related incidents and requests at the Kuwait office, providing diagnosis and troubleshooting for hardware and software issues.
• Maintain and administer user accounts, configuring workstations, VPN connections, and ensuring secure connectivity.
• Provide support for enterprise applications including Microsoft 365, Zoom, and others, and remotely assist other GCC offices as necessary.
• Monitor and maintain local network infrastructure, ensuring stability and troubleshooting issues in coordination with regional teams.
• Oversee the lifecycle management of IT assets, ensuring compliance with procurement and licensing policies.

2. Digital Transformation and Operations Improvement

• Collaborate with GCC Operations teams to design and maintain dashboards for tracking portfolio, deliverables, and budget management using Power BI.
• Implement automated workflows using Power Automate to streamline recurring business processes, minimizing manual tasks.
• Conduct structured training sessions to enhance the digital dexterity of staff, equipping them with skills in the use of modern productivity tools.
• Identify and advocate for opportunities to apply AI-driven solutions to improve operational efficiency.
• Track and report on the impact of digital solutions, focusing on improvements in efficiency and effectiveness across teams.

3. Infrastructure Stability and Compliance

• Assist with monitoring, maintaining, and troubleshooting network infrastructure while ensuring compliance with IT security policies.
• Ensure accurate documentation and manage all IT incidents through an IT Service Management platform, adhering to established SLAs.
• Support project initiatives including system migrations and technology deployments, contributing to business continuity and disaster recovery plans.

Objectives
The primary objectives include:

• Providing reliable onsite IT support and enhancing user experience across GCC offices.
• Driving the digital transformation of business operations and improving monitoring processes.
• Building digital proficiency among staff to foster a culture of innovation and initiative in using technology.
• Ensuring IT asset integrity and supporting infrastructure stability while upholding security compliance.

Qualifications

Essential Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a closely related field; equivalent professional experience may be considered.
• Certifications: CompTIA A+, preferred Microsoft Power Platform, and ITIL Foundation certification.
• Experience: Minimum two years in IT support or helpdesk roles; hands-on experience with Power BI and Power Automate; familiarity with ITSM ticket platforms; and network troubleshooting skills.

Desirable Qualifications

• Exposure to AI automation tools and experience supporting budget tracking functions.
• Previous experience in training staff on digital tools and working in regional support roles across GCC countries.
• Proficiency in Arabic is highly desirable to aid in local communications.

Personal Competencies

• Strong customer service orientation and analytical skills.
• Innovative problem-solving capabilities and excellent communication skills.
• Strong organizational skills and adaptability to changing priorities.
• Ability to work effectively in multicultural and distributed teams.

Contract and Travel Requirements

• This position is structured as an Extended Term Temporary appointment for one year.
• The role may require periodic travel within the GCC sub-region to provide support as needed.

Benefits

• Work within a diverse and inclusive environment that fosters professional development and growth.
• Contribute to meaningful projects that directly impact community development in various regions.

Local applicants authorized to work in Kuwait are strongly preferred. This is an equal opportunity role and we celebrate diversity and inclusion.