Title:  Analyst, IT Shared Services - Group

2. JOB PURPOSE

• Work from the company offices on a planned 24x7 roster, including coverage during public holidays and weekends, following a 6-day calendar roster with one assigned off day as determined by the direct manager.
• Providing the first level of remote monitoring and management to our network equipment and IT systems, responding to alarms, and coordinating activities for incident resolution, notifying Support teams and Sr. Management with events and ongoing status, also escalating issues to third parties and higher technical and managerial support.
• Act as first point of contact for inbound user requests, including phone calls, emails, and ticketing system requests. Take ownership of these requests, validate, and troubleshoot customer complaints and issues, and efficiently dispatch cases to the appropriate teams, and collaborate with task owners.

4. KEY ACCOUNTABILITIES

• Follows all relevant IT policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner.
• Implements the day-to-day operations assigned for the function to ensure compliance with the established standards and procedures.
• Resolves less-complex problems independently and works in conjunction with senior colleagues or the vendors of the system or equipment for any complex issues.
• Comply with all relevant safety, quality, health, and environmental procedures to ensure a healthy and safe work environment
• Identify any system malfunctions, troubleshooting issues, initiate corrective action, and notify manager of any issues.
• Maintain problem log, date, time of incident, escalation contact and resolution time.
• 24/7 Network & System Monitoring: Utilize monitoring tools to track performance, identify issues, and respond to system alerts.
• Validate and assume ownership of requests and complaints, updating customers' information as needed.
• Accept given tasks within the scope of work directed by senior staff, Specialist, or managers.
• Any other tasks given assigned by the manager.

6. QUALIFICATIONS, EXPERIENCE, & SKILLS

QUALIFICATIONS

• BSc. in Computer Science or related discipline
• CCNA Certification is preferred
• Must be team-oriented, possess a positive attitude, and work well with others.
• Have a genuine passion for providing excellent customer service and a problem-solving attitude
• ITIL Foundation knowledge is a must
• Strong Arabic and English command
• French language is a plus.

EXPERIENCE

• 0-2 years of experience in a similar role.

SKILLS

• Accountability: Aligns personal responsibilities with organizational goals, performing tasks with a clear understanding of their broader impact.
• Organizing: Effectively prioritizes tasks and sets goals to ensure productivity
• Communication: Ensures open, timely, and clear communication throughout the team, with strong skills in presenting complex information.
• Soft Skills & Time management
• Problem-solving
• Troubleshooting skills
• Customer Support
• Escalation
• Team Player
• Adaptability and Multitasking