Senior IT Support Analyst

Job Title: IT Support Sr. AnalystWork Location: Riyadh - Al OlayaContract duration: 6 Months (not extendable)Working days: 6 days - 8 hoursTarget Joining date: ImmediatelyJob Purpose:Provide efficient, on-site IT helpdesk support to ensure timely resolution of technical issues, maintain high user satisfaction, and meet established Service Level Agreements (SLAs)Key Performance Area Main Activities:Operations:•Deliver 1st-level support for hardware, software, and network-related issues.•Install, configure, and troubleshoot computer systems, peripherals, and applications.•Respond promptly to incidents assigned via the IT ticketing system.Incident Management:•Diagnose and resolve incidents within agreed timelines.•Escalate unresolved issues to appropriate IT teams or vendors.•Track incident progress and keep users informed until closure.Process Improvement:•Work with the IT Support Manager to standardize operating procedures.•Identify and recommend improvements to enhance IT service delivery.Concepts & Policies:•Follow IT policies, security guidelines, and operational standards.•Ensure compliance with company IT governance frameworks.Reporting & Documentation:•Maintain accurate documentation of incidents, solutions, and procedures.•Prepare reports on IT support activities, trends, and recurring issues.Qualifications and Experience:Bachelor's degree in IT or equivalent.4-5 years of relevant experience.Strong knowledge of Microsoft Windows, Office 365, and basic networking.Experience with IT ticketing systems and remote support tools