IT Systems Support Analyst

We are seeking a proactive and detail-oriented IT Systems Support Analyst to join our team in Saudi Arabia, providing front-line technical assistance and ensuring smooth IT operations across the business. This role will be responsible for delivering on-site and remote support to end-users, managing incident resolutions, and maintaining system functionality to support day-to-day business needs. In addition, the position will contribute to system administration, documentation, and user guidance, while collaborating closely with regional teams to ensure consistent and reliable support across the Middle East.

Savills is a globally recognised real estate brand and offers the opportunity for growth and development. We are looking for a motivated and professional individual with an interest in benefiting from the support and experience the brand can offer.

Key Responsibilities

System Administration:

• User assistance and troubleshooting.
• User training/walkthroughs (if needed).
• User management (if needed).

IT Workflow:

• On-site/Remote workstation troubleshooting and assistance.
• End-to-end ownership of managed Incidents/Requests.
• Appropriate logging of actions carried out, keeping relevant parties always appraised of ticket status.
• Basic user administration – password resets, account unlocks.

Reporting and Documentation:

• Updating relevant trackers/sheets with any changes and/or updates carried out.
• Appropriate logging of incident resolution steps, outlining actions performed and their success or lack thereof.

System Reviews:

• Routine user reviews, security group reviews.
• Documentation updates (if needed).

Skills, Knowledge and Experience

Platforms & Tools:

• ServiceNow – IT Service Desk Management.
• Microsoft Active Directory – Managing User/Computer Objects and memberships.
• Excel – Formulas, VBA, Power Queries
• Lists/SharePoint – Document management, list tracker
• Power BI – Dataset design, report-builder
• Word/PowerPoint – Documentation, walkthroughs, etc.
• VS Code – HTML/CSS/JavaScript mini-projects, analyzing JSON and misc. data files, etc.

Soft Skills:

• Adaptability and quick-learning skills, to perceive in-depth the various operating procedures within different teams.
• Problem-solving skills to handle and resolve inquiries from multiple departments.
• Gentle approach and hospitality to new/existing users on any platform.
• Proficient language writing/composition skills, to aid with the various documentation tasks required, as well as maintaining clear/unambiguous official communications.
• Good verbal skills to relay/translate concepts and instructions concisely across to users.
• Comfort with remote-working requirements, and travel across the country to various sites as required.