E T Temporary - Junior Service Delivery Analyst
Overview
Provide onsite IT support and ensure operational continuity for staff and visitors at the Riyadh Hub Office. Enhance user experience, maintain IT asset integrity, support infrastructure stability, facilitate technology adoption, and ensure security compliance.
Key Responsibilities
- Serve as the first point of contact for IT-related incidents and service requests.
- Diagnose, troubleshoot, and resolve hardware and software issues.
- Provide support for Microsoft 365, Zoom, and other enterprise applications.
- Configure and set up workstations and user accounts.
- Manage user account administration and remote access solutions.
- Monitor and maintain local area network, wireless network, and internet connectivity.
- Perform basic configuration and troubleshooting of network equipment.
- Maintain the server room and IT equipment room.
- Support the management of local servers, backup systems, and UPS units.
- Assist in the setup and maintenance of video conferencing systems.
- Maintain an up-to-date IT asset register.
- Coordinate the procurement, configuration, and deployment of new IT equipment.
- Manage the lifecycle of IT assets.
- Ensure software license compliance.
- Enforce endpoint security standards.
- Monitor and respond to security alerts.
- Ensure compliance with data protection policies and regulations.
- Log, track, and manage IT incidents and service requests.
- Escalate complex or unresolved issues.
- Maintain up-to-date technical documentation.
- Participate in regional IT team meetings and service review calls.
- Provide onsite support for IT projects and change initiatives.
- Assist in the testing and validation of new systems.
- Support business continuity and disaster recovery activities.
Required Experience
Minimum of two (2) years of progressive experience in an IT support, helpdesk, or service delivery role, preferably within a multinational organization, international development institution, or professional services environment. Fresh graduates with Master's degree or additional certifications may be considered. Demonstrated experience providing onsite end-user support in a corporate or institutional office environment. Proven experience with Microsoft 365 support. Hands-on experience with IT asset management and ITSM ticketing platforms. Experience supporting Windows 11 environments and iOS/macOS devices. Familiarity with network troubleshooting.
Qualifications
Master's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a closely related field. Equivalent professional experience may be considered in lieu of a formal degree.