L1 Service Delivery Analyst

Fosroc; Jeddah; On-site; SAR 112,000 - 169,000; Full time

Job summary

A leading construction solutions provider is seeking an L1 Service Delivery Analyst in Jeddah, Saudi Arabia. The role involves providing IT support, troubleshooting hardware/software issues, and training users. Candidates should have 2+ years of IT support experience, excellent communication skills, and a proactive attitude. Knowledge of ITIL and desktop applications is preferred. This role offers an opportunity to work across multiple sites and advance your IT career.

Qualifications

• Strong problem-solving, conflict resolution, and critical thinking skills.
• Ability to handle and prioritize requests effectively.
• Ability to multitask and prioritize activities.

Responsibilities

• Deliver IT support to all end-users across multiple sites.
• Ensure requests are handled within the Service Level Agreement.
• Communicate and enforce all Group IT policies.
• Provide 1st line support for troubleshooting IT incidents.
• Assist with infrastructure or software-related project activities.

Skills

Clear written and verbal communication skills

Proactive with the ability to work independently

Strong problem-solving skills

Knowledge of computer hardware and networking systems

Proficient in Windows 10 and 11

Excellent interpersonal skills

Education

Graduate with 2+ years of general IT support experience

Tools

IT Service Management/ticketing software

Microsoft SharePoint

Job description

Job Description

The L1 Service Delivery Analyst role is to deliver IT support to all Fosroc end-users across multiple sites within Saudi Arabia, providing a high level of expertise and best practices based on the ITIL model. This includes ensuring that all requests are handled within the Service Level Agreement by determining the nature of the problem, diagnosing hardware or software issues, installing new software applications, training clients on proper application use, providing effective assistance, and maintaining strong customer relationships.

Responsibilities

• Work closely with the IT Service Delivery Analyst based in Saudi Arabia to ensure high-quality support within agreed SLAs.
• Be an ambassador for IT, working across the business to communicate effectively on IT matters and build inter-departmental relationships.
• Follow the ITIL framework focusing on Incident, Problem, Change, and Release management, and recommend continual service improvements.
• Communicate and enforce all Group IT policies and procedures across the region.
• Liaise with IT Partners/Vendors to maintain service quality and performance.
• Log all requests in the Service Desk Call Logging system.
• Install and configure client computer systems as per Group IT procedures.
• Diagnose and resolve software, networking, or hardware issues with end-users.
• Communicate scheduled downtimes, projects, upgrades, and other operational events internally and externally.
• Update the IT Ticketing system daily with progress reports.
• Act as a focal point for regional requests, incidents, escalations, and resolutions.
• Escalate unresolved requests/issues before SLA breaches.
• Provide 1st line support for troubleshooting IT incidents.
• Provide basic in-house training for users when required.
• Assist with infrastructure or software-related project activities as needed.
• Travel within the region and work overtime if required.
• Take ownership of incidents to coordinate resolution efforts.
• Support reporting, project management, vendor engagement, and other ad-hoc requests.

Skills Required

• Clear written and verbal communication skills.
• Proactive with the ability to work independently.
• Strong problem-solving, conflict resolution, and critical thinking skills.
• Ability to handle and prioritize requests effectively.
• Knowledge of computer hardware and networking systems.
• Skilled in troubleshooting hardware problems for workstations, printers, and peripherals.
• Proficient in Windows 10 and Windows 11.
• Proficient in Microsoft Office and desktop applications.
• Knowledge of ITIL Methodology (optional).
• Experience with IT Service Management/ticketing software (optional).
• Experience with Microsoft SharePoint platform (preferable).
• Ability to meet tight deadlines and work under pressure.
• Ability to multitask and prioritize activities.
• Excellent interpersonal skills, professional attitude, friendly, approachable.

Educational Requirements

A graduate with a minimum of 2+ years of general IT support experience, including desktop support and administration.