IT Support Analyst

Job Description 

Our Maximus IT Support Analyst perform various functions, which primarily involves providing technical support and guidance to the end users. The responsibilities of an IT support analyst include responding to technical queries and issues, resolving problems in a timely manner, and providing technical recommendations.

To be successful as an IT support analyst, you should be able to provide exceptional customer service and perform user administrative responsibilities efficiently. Ultimately, a good IT support analyst should be able to display excellent problem-solving skills and a solid knowledge of IT solutions.

Responsibilities

The core tasks, duties, and responsibilities that majorly constitute the IT support analyst job description are highlighted below:

• Support users for IT issues, request, and information.
• All IT support for end-users (1st/2nd/3rd line).
• End-user device configuration management and deployment.
• New user setup and support for user setup across the Maximus Offices in the Kingdom.
• Troubleshoot desktop and system problems, diagnose, and solve hardware/software Incidents/problems.
• Provide exceptional service support to the business and manage user requests timely.
• Manage and support new user setup timely.
• Perform root-cause-analysis for repeated issues and find permanent fixes.
• Identifying hardware and software solutions.
• Liaise with IT suppliers to repair IT hardware or software faults.
• Contribute to IT polices, processes and procedures.
• Support IT initiatives and projects.
• Maintain & update information in the asset register and other related documents.

Knowledge

• Qualification in IT, computer science or similar relevant field.
• Bachelor’s degree preferred.
• Fluent in both English and Arabic (optional).
   

Experience

• Minimum 3+ experience in an IT Technical support role.
• Expert on Desktop, Laptops, and Smart Phones.
• Expert in Windows platform.
• Microsoft desktop applications and Microsoft 365 suite and admin setup controls.
• Desktop Encryption, standard desktop applications e.g., Adobe Reader.
• Information Security controls for end-user computing.
• Familiar with office peripherals e.g., Multi-Function Devices.
• Use of remote support services and tools e.g., Quick Assist/TeamViewer.
• A good understanding of IT Telephony and networking.
• Keep up to date with advancements in technology.

Skills

• Logical thinking and problem-solving abilities.
• Technically minded.
• Demonstrated ability to be flexible, resilient, solution oriented, creative.
• Excellent organizational skills and strong attention to detail.
• Customer-focused approach and calm in nature.
• Working with people at different levels.
• Excellent communicator; with strong written and verbal skills (English and Arabic).
• Good technical and analytical skills.
• The ability to work to deadlines and under pressure.
• Manage and prioritize support requests and workload.
• Demonstrated sensitivity and discretion when handling confidential information.
• Ability to manage & support Windows, iOS and Android devices.
• Ability to travel, if requested to remote Maximus Offices.