Desktop Analyst

Packers Plus Energy Services Inc.; Dammam; On-site; SAR 200,000 - 300,000; Full time

Job summary

A technology service provider in Saudi Arabia is seeking a Desktop Analyst to provide top-notch customer service and technical support in a dynamic IT environment. The ideal candidate should have strong skills in Windows Active Directory, troubleshooting, and knowledge of Windows and mobile operating systems. This role involves problem-solving, documentation, and collaboration with global IT teams, making it essential for candidates to have excellent communication skills and the ability to manage a fast-paced workload.

Qualifications

• Advanced knowledge of Windows Active Directory and user account management is essential.
• Superior technical troubleshooting and analytical skills required.
• Post-secondary education in IT preferred, coupled with ITIL certification.

Responsibilities

• Document problem symptoms and system/application information in the call tracking system.
• Resolve issues independently and collaborate with senior team members on complex problems.
• Provide after-hours support and manage mobile device deployment.

Skills

Advanced Windows Active Directory experience

Advanced knowledge of Microsoft Windows 10

Advanced technical troubleshooting skills

Advanced knowledge of iOS and Android operating systems

Basic knowledge of network environments (TCP/IP, DHCP, DNS, VPN)

Strong organization skills

Excellent oral and written English language skills

Education

Post-Secondary Degree in Information Technology

ITIL Foundations

Tools

Microsoft Office 365

SCCM

Job description

Primary Role Focus

Participate in a wide variety of analytical and technical assignments providing problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology desktop environment. The Desktop Analyst is a key customer service role at Packers Plus, focused on providing exceptional customer service experience to our internal customers. A Packers Desktop Analyst will collaborate as a member of a global IT Team, supporting a broad range of software, hardware, and windows operating system platforms. This role reports to the IT Manager.

Key Tasks And Responsibilities

• Fully document problem symptoms and capture all relevant system and application information within the company call tracking system
• Independently resolve most problems/questions that arise, and consult with senior team members or other I/S development staff on unusual or difficult problems
• Recognize problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quickly
• Provide after-hours support as needed
• Provides technical support on client-side applications, software, desktop hardware, peripherals, and printers
• Provides technical support for manufacturing related IT hardware and software
• Documents site specific information and system software installation procedures
• Maintains accurate software and hardware asset information
• Manages mobile device deployment and related hardware
• Manages enrolment and administration of MDM devices, including company mobile phones and scanners
• Works with the IT Manager on assigned projects
• Upgrades or replaces system software and components in conjunction with the IT Manager
• Maintains Software and Hardware standards
• Looks to improve the operating environment at Packers Plus
• Resolves Helpdesk tickets with a prominent level of detail and within defined Service Level Objectives (SLO’s)
• Constantly seek to improve technical skills and continuously research Information Technology trends
• Assists third party IT Support groups globally with assigned work by providing guidance and instruction

Position Requirements

Experience and Skills

• Advanced Windows Active Directory experience and user account management
• Advanced knowledge of Microsoft Windows 10 and Office 365
• Advanced technical troubleshooting skills
• Advanced knowledge of iOS and Android operating systems
• Advanced ability and willingness to research and learn new technologies as they are introduced to the environment
• Basic knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, and VPN
• Basic knowledge of server operating systems, server tools and utilities, and server data backup and restore
• Advanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripherals
• Intermediate understanding of Information Security practices and access provisioning
• Intermediate Office 365/Azure AD administrative skills
• Intermediate SCCM administrative skills
• Strong organization skills and ability to manage a constantly changing workload
• Excellent oral and written English language skills
• Minimal travel time required, 2 – 5% for the entire year

Education and Training

• Post-Secondary Degree in Information Technology preferred
• ITIL Foundations desirable
• Technical certifications considered

Physical, Business and Safety Requirements

• Compliance with Packers Plus Health and Safety Program
• Extended periods of sitting at a desk using a computer monitor, keyboard, and mouse

Competencies

Packers Plus Values

• Customer Intimacy
• Operational Excellence
• Innovation

Role Competencies

• Action Oriented
• Analytical Thinking
• Attention to Detail
• Customer Focus
• Flexibility/Adaptability
• Interpersonal Savvy
• Problem Solving
• Teamwork
• Technical Learning