IT Service Support Analyst - Jeddah

Role Purpose
* Responsible of Telecommunication for all users around SA
* Telecom Invoices to be paid on time and manage cost history with full control in a full detail - reporting on monthly basis based on account number
* Ability to get new telecommunication solution from the vendors
* Communication with all ISP's and Telcom companies
(STC, Zain, Bravo, Mobily, Labara, Sahara, ITC ... etc.)
* To ensure the effective daily operation of Local Area Networks, applications, services, and hardware (desktops, laptops, scanners, printers, faxes, scanners, and telephones) including within area of responsibility.
* While the position will be based in KSA, DHL reserve the right to move the employee to other offices within KSA for short period to meet the business requirements.
* To ensure all gateway connectivity and system access are online.
* Cover IT services support analyst in case of emergency to keep business running
* On call support for business unit ‎24/‎7 via company mobile

Accountability
Give options and ideas depending on the scenario /issue arise to Operation
support manager
* Maintain the local area network and related hardware.
* Support the connectivity to the wide area network and its related hardware.
* Install and maintain a network server for file-sharing, print and e-mail services running on the Windows ‎7/‎10/‎11 platform.
* Install and commission communications equipment as required.
* Support AVAYA PABX system, telephone lines & digital circuits.
* Monitor network performance and act as appropriate to ensure optimum availability.
* Coordinate with IT staff with respect to fault reporting and resolution, requirement for data management, and standards for data administration.
* Coordinate with local service provider to report for any faulty digital circuits and telephone lines.
* Maintain and support electronic mail services both at both client and server level.
* Monitor and maintain process continuity, security control standards and disaster recovery procedures as required ensuring minimal downtime to applications.
* Ensure all ISO ‎9002 requirements are meet and all documentation is maintained at the required standard
* Maintain the existing installation of in-office PCs.
* Upgrade them depending on business requirements as necessary.
* Maintain the related peripherals like printers, bar-code readers, modems, etc.
* Maintain and update IS asset register for all IS equipment.
* Install only DHL standard applications on all PC's.
* Must have good planning, time and project management abilities
* Communication skills (English), spoken and written
* Maintaining a practical working knowledge of current developments and innovations in an extremely volatile technical environment
* Must have excellent inter-personal skills
* Must be self-motivated and be able to work with minimum amount of supervision
* Must have a good teamwork, hard work, enthusiasm, and customer focus.
* Must have a good communication & interpersonal skill (Negotiating, Presentation, reporting skills).
* Must be able to demonstrate excellent analytical skills and problem-solving methodology to a wide range of systems and application problems.
* Be able to maintain a calm manner when dealing with users and offer appropriate advice when asked
Scope of role
Business Entity Supported Number of System Users
ALL SA Users ‎1200+
‎1. MAJOR CHALLENGES
* Non-Availability of right dealers, suppliers within KSA.
* Maintain and support the PC desktops and related peripherals, to assist the Network Administrator in managing the local area network/WAN and the Windows ‎7/‎10/‎11 platform
* Travel & Movement for support in & out KSA. (DHA, JED, RUH, PSC's)
‎2. DEGREE OF SUPERVISION
N/A
‎3. PERSON SPECIFICATION
‎3.1 Education
Degree in Information Services / Business (or equivalent)
‎3.2 Experience
‎3 years industry experience of which a minimum of ‎1 year within DHL.
‎3.3 Technical Knowledge/Skills
* Personal computer set up and preparation for use both hardware and software.
* Having supported Windows ‎7/‎10/‎11 network & Servers, PC desktops and peripherals.
* CITRIX, Network Monitoring, Symbol Scanners, RF Devices knowledge.
* Open minded and has IT skills following market products.
* 1st Level hardware and software troubleshooting.
* IBM / Intel compatible PC hardware configurations.
* Windows ‎7/‎10/‎11 Operating Systems.
* Support of standard desktop applications such as Microsoft Office, Outlook, Visio, etc.
* TCP/IP, SMTP, DNS, DHCP, AD
* Network prionter basic support
* Internet high skills
YOUR TASKS:
* Identify, develop and maintain favorable contact with high level decision makers including C-suite level and work to understand strategic business challenges while developing a business fit between DGF and the customer.
* Focus is on delivering Customer Satisfaction by leveraging the organization's network and ensuring all stakeholders are engaged.
* Develop proposals and sales plans that support increased sales from targeted prospects.
Competencies
Planning Organizing Plans a course of action to accomplish high-priority
goals. Monitors progress. Anticipates problems and revises plans to meet
changing circumstances
Communication Provides information in a timely, clear and concise manner.
Expresses ideas effectively, adjusting style to the needs of others. Listens
attentively
Teamwork Knows the talent needs of the team and attracts the people who can
meet those needs. Encourages collaboration among team members and between
teams. Inspires team spirit and the commitment to achieve high standards of
performance
Analysis Thinks through a situation systematically. Critically evaluates both
numerical and narrative information. Draws accurate conclusions
Organizational Awareness Uses an understanding of both the formal and informal
structure of DHL and other organizations to accomplish important business
objectives. Navigates effectively through the hierarchy and culture of an
organization. Knows who the decision-makers and influencers are and considers
their interests when planning approach
Interacting with People Relates well with people from a wide variety of
backgrounds. Is aware of the expressed needs and perceptions of others and
adept at picking up the clues to their unexpressed thoughts and feelings. Uses
this information to build the relationship
Commitment to Excel Challenges self and others to exceed standards and achieve
extraordinary results. Is not easily deterred when obstacles or delays are
encountered
Adaptability Responds positively to change. Maintains effectiveness when
confronted with new work situations or the uncertainty and ambiguity that
comes with change. Is open to new ideas, assignments, and approaches
Initiative A bias for acting, making decisions, and proactively doing things
for both current and future opportunities
Influence Persuades others of the value of an approach or idea. Gains
commitment and support