IT Service Desk Analyst

teneo; United Arab Emirates; Hybrid; AED 80,000 - 100,000; Full time

Job summary

A global consultancy firm is seeking an IT Service Desk Analyst to provide second-level technical support for users across various platforms. The role involves troubleshooting IT issues, documenting procedures, and ensuring prompt resolution of support requests. Ideal candidates will possess strong communication skills and experience with Windows operating systems and office software. The company offers competitive compensation, extensive benefits, and professional development resources to help employees progress in their careers.

Benefits

Competitive salary

Annual discretionary bonus

Private medical insurance

25 days paid leave

Flexible working

10 days remote working abroad

Qualifications

• Excellent communication skills for effective engagement with users.
• Organized and able to thrive in a fast-paced environment.
• Background in IT support and technical troubleshooting is necessary.

Responsibilities

• Provide second-level IT technical support via phone and email.
• Develop and document internal IT processes and procedures.
• Log support calls and escalate issues as necessary.

Skills

Excellent verbal and written communication skills

Proficiency in MS Excel, Word, and Outlook

Ability to manage multiple tasks

Proficiency in Microsoft Windows Operating Systems

Knowledge of networking protocols (TCP/IP)

Experience with antivirus solutions and software packages

Azure server infrastructure management

Office 365 administration

Continuous improvement mindset

Tools

Microsoft Windows

Intune

Office 365

Job description

The IT Service Desk Analyst is responsible for providing second-level technical support to telephone requests and emails from all regional (and global) staff. They ensure that support issues are dealt with promptly and appropriately or escalated to the relevant team members and third parties. The specialist will be an integral part of the team, undertaking projects necessary for the smooth running and progression of IT within the region and business.

Key Responsibilities

• Provide second-level technical support to telephone and email requests from users for all hardware, software, phones, AV equipment, and associated peripherals
• Promptly respond to requests and cases from end users (both local and remote) by troubleshooting and/or researching and providing the appropriate resolution
• Develop and document internal IT processes and procedures
• Log support calls and document their outcome to facilitate the resolution of common queries
• Redirect or escalate support requests as appropriate to team members and third parties
• Proactively provide information to users on the progress of outstanding support calls
• Deploy laptops/mobile devices and associated peripherals, including new installations and the redeployment of existing equipment
• Install and configure operating systems and software to agreed standards
• Provide training and answer questions to end users for adopting new technology/IT practices. Work closely with other IT staff members globally to acquire additional technical and non-technical knowledge
• Assist in the compilation of the support team’s technical documentation, guidelines, and procedures, and ensure they are disseminated to users
• Provide a professional, courteous, and rapid response to individual users at all times
  Effectively communicate and manage key stakeholders to ensure alignment and transparency
• Exemplify integrity and discretion when handling sensitive information or user data

Essential skills and experience

• Excellent verbal and written communication skills to engage with users and stakeholders effectively
• Proficiency in MS Excel, Word, and Outlook required
• Must be organized and able to work in a fast-paced environment
• Ability to manage multiple tasks and projects simultaneously while maintaining high standards of service delivery
• Microsoft Windows Operating Systems (desktop and server platforms - Windows 11 and Server 2019/2022)
• Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching, and routing.
• Maintenance/monitoring of antivirus solutions and software packages (Intune)
• Azure server infrastructure management
• Office 365 administration and management
• Continuous improvement mindset with a proactive, adaptable, and agile approach to collaboration and problem-solving

Preferred skills and experience

• Some travel around the Middle East region may be required throughout the year
• Some experience, preferably with PowerShell
• CompTIA A+/Net+, CCNA, Microsoft 365 Certified: Endpoint Administrator Associate, Cisco Certified Technician (CCT), or related certification a plus

What Teneo Offers

At Teneo, we are deeply committed to supporting your professional development and advancing your career. We don't just offer the opportunity to work with Ireland's most influential organisations; we provide a comprehensive support system to ensure your career progression matches your ambition. Through our Talent Manager model, you'll receive invaluable guidance from experienced professionals who have a wealth of knowledge to share. We also believe in empowering you to steer your own career trajectory, offering formal education resources in essential consultancy skillsets, ensuring you have the tools to excel in today's dynamic business landscape.

What sets Teneo apart is our commitment to your growth and, as a global consultancy, the unrivalled opportunities we provide. Additionally, being part of our global network means you'll have the chance to collaborate with offices worldwide, working with some of the world’s largest and most influential organisations.

We have nurtured a culture that fosters professional development in a structured and stimulating atmosphere. We believe in supporting one another and our team at Teneo Ireland is composed of highly talented and committed individuals.

Company Benefits

• Competitive salary (depending on experience)
• Annual discretionary bonus
• Discretionary annual salary review
• Private medical insurance for employees and dependents
• Participation in the Company’s Group Life Assurance Scheme
• 25 days’ paid holiday leave, plus national holidays observed in Saudi Arabia
• Regular social, cultural and charitable activities
• Flexible working with office laptop provided
• 10 days remote working abroad per year

About Teneo

Teneo is the global CEO advisory firm. We partner with our clients globally to do great things for a better future.

Drawing upon our global team and expansive network of senior advisors, we provide advisory services across our five business segments on a stand-alone or fully integrated basis to help our clients solve complex business challenges. Our clients include a significant number of the Fortune 100 and FTSE 100, as well as other corporations, financial institutions, and organizations.

Our full range of advisory services includes strategic communications, investor relations, financial transactions and restructuring, management consulting, physical and cyber risk, organizational design, board and executive search, geopolitics and government affairs, corporate governance, ESG and DE&I. The firm has more than 1,700 employees located in 40+ offices around the world.