Best Job in Riyadh, Saudi Arabia For IT Helpdesk Technician

job in riyadh

Atkins Middle East

Location: Riyadh, Saudi Arabia
Ref: HP331-1365

Our aim is to protect and maximise our clients’ interests throughout the planning and delivery of projects, ensuring they are delivered on time, on budget. We pride ourselves on collaborating with client teams and developing long-term relationships.

Key services include – Project management, programme management, project controls, commercial management, cost management and expert scheduling and construction planning.

Active in the Middle East for over 20 years, we have offices in the UAE, Qatar, Oman and Saudi Arabia. We hire and retain only the best people in the industry. Our success is built on recruiting – and then developing – brilliant people from a broad range of professional and cultural backgrounds. It’s precisely this diversity of talent that sets us apart.

Key Deliverables/Responsibilities
Supervision of local IT resources
Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) – ensure 100% adherence to RFS & INC Best Practice guidelines
General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk
Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards
Support the set-up of new offices, sites or projects across the local region
Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
Act as an escalation point for 2nd Line support issues
Ensure maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
Act as an escalation point for local service issues
Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
Daily analysis of reports indicating tickets outside of SLA with local team
Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
Manage and review processes defined in the IS Business Management System
Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
Provide cover for the local Desk Side and Technology Support Manager as and when required
Conduct training programs designed to educate customers about basic and specialized applications
Provide Support for less experienced members of the team


Experience Required

Essential Technical Requirements
At least 3 years’ experience of IT Service Management principles and processes
High level of proficiency and knowledge of working in a Corporate IT environment
Solid understanding of hardware and software asset management processes
Experience of working to (and exceeding) Service Level Agreements
Broad technical understanding of IS services being supported
Ability to learn, understand, and apply new technologies
Strong business focus and customer service skills
Working knowledge of database/excel structures/tables/configurations
Proven experience of data analysis and good numeracy, analytical and reporting skills
A valid Driving license is essential as travel will be required to other Atkins offices
Security – Depending on region you will be asked to apply for security clearance
They will have exceptional communication skills – verbal and written
They will be service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreements
Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
Direct customer liaison and be able to communicate at all levels within the company
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
You must also be able to demonstrate experience with:
IT Service Management expertise
Communication skills
Stakeholder Management
Performance Improvement
Confidence and professionalism
Desirable Technical Experiences
Qualifications: Certification from Microsoft
ITIL V3 Qualification
Working knowledge of Service Now
Behavioural Competencies
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan, prioritise and complete your own work, whilst remaining a team player
Willingness to engage with and work in other technologies

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Rewards and Benefits:
We offer an excellent package which includes
A competitive salary
Accommodation allowance
Transportation allowance
22 calendar days annual leave
Medical and life insurance cover
Company gratuity scheme
Discretionary bonus scheme
Annual flight allowance to point of origin
Employee Well-Being Programme – 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants

About the Company

Atkins is one of the leading providers of professional, technology based consultancy and support services to the industry, commerce and governments in all of the worlds major economies. With over 17,000 staff operating in Europe, the Middle East, Asia Pacific and the Americas, Atkins has a broad range of skills and resources and provides Clients with a comprehensive service throughout the entire life cycle of the projects in the built environment.

We aim to be the international first choice supplier of technical and integrated services. Shaped by our customers’ needs, our vision is to:

  • focus on quality
  • seek world class design and excellence
  • strive to add value
  • be flexible to the evolving needs of a changing society

Atkins first carried out design and supervision commissions in the Gulf area in 1967. From its regional head office in Dubai, U.A.E. Atkins Middle East now employs over 2000 staff located in Dubai, Abu Dhabi, Sharjah, Oman (Muscat ), Qatar (Doha) Bahrain (Manama), Kuwait (Kuwait City) and India (Bangalore).