it service desk analyst

Burhan Technology Computer Co. W.L.L.

<p><b>Job Title:</b> Senior Helpdesk Analyst</p><p><b>Department:</b> Technical Services<br/><b>Location:</b> Kuwait, Full-time onsite</p><p><b>Role Overview</b></p><p>As a <b>Senior Helpdesk Analyst</b>, you will play a key role in ensuring the smooth handling of customer support requests and incident reports. You will be responsible for analyzing and assessing incoming tickets, assigning them to the right technical engineers, and maintaining continuous communication between customers and the technical team. You will also ensure that all requests are properly logged and tracked in <b>Zoho Desk</b>, in line with defined SLAs and the Company&rsquo;s service quality standards.</p><p><b>Key Responsibilities</b></p><ul><li>Analyze, categorize, and prioritize all incoming incidents and service requests from customers.</li><li>Create and manage tickets in <b>Zoho Desk</b>, ensuring all details are accurately recorded.</li><li>Assign requests to the appropriate technical engineers or service teams based on expertise and workload.</li><li>Liaise between customers and technical engineers to ensure effective communication and timely updates.</li><li>Track ticket progress and ensure all cases are handled within SLA timelines.</li><li>Escalate unresolved or high-priority issues to the Technical Manager as necessary.</li><li>Generate regular reports on helpdesk performance, open tickets, and response metrics.</li><li>Identify common or recurring issues and suggest improvements to processes or documentation.</li><li>Maintain and update internal knowledge base and procedural documents.</li><li>Support the coordination of internal projects or PoCs as required by the Technical Manager.</li></ul><p><b>Qualifications &amp; Experience</b></p><ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related discipline.</li><li><b>3&ndash;5 years</b> of experience in IT Helpdesk or Service Operations.</li><li>Strong understanding of <b>IT service management (ITSM)</b> frameworks and best practices.</li><li>Hands-on experience with <b>Zoho Desk</b> or similar ITSM/ticketing tools (e.g., ServiceDesk Plus, Jira, Freshservice).</li><li>Excellent communication, coordination, and multitasking skills.</li><li>Strong analytical and problem-solving capabilities.</li><li>Proficiency in written and spoken English; Arabic knowledge is a plus.</li><li><b>ITIL Foundation certification</b> is an advantage.</li></ul><p><b>Personal Attributes</b></p><ul><li>Customer-focused with a proactive attitude and strong sense of ownership.</li><li>Highly organized, detail-oriented, and capable of managing multiple priorities.</li><li>Effective communicator with strong interpersonal skills.</li><li>Collaborative and able to work seamlessly within a dynamic technical team environment.</li></ul><p>Job Type: Full-time</p>

Sr. Helpdesk Analyst

Akima

<div>Company Overview:
<div></div><div><b>
Work Where it Matters</b></div><div></div><div><br>
Five Rivers Services (FRS), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.</div><div></div><div><br>
At FRS, the work you do every day makes a difference in the lives of our 15,000 I&ntilde;upiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.</div><div></div><div><b><br>
For our shareholders</b>, FRS provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.</div><div></div><div><b><br>
For our government customers</b>, FRS provides full-spectrum capabilities including enterprise IT support services, satellite and communications IT operations and maintenance support, classified and unclassified base operations and administrative services, and more.</div><div></div><div><b><br>
As an FRS employee</b>, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.</div>
Description:
<p>
Five Rivers Services is looking for a Service Desk Administrator located at Camp Arifjan, Kuwait. To join our team of outstanding professionals, apply today!</p><p></p><p><br>
Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.</p>
Responsibilities:
<ul><li>Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.</li><li>
Assists the IMO with daily functions of computer, network and software management for the site and all users.</li><li><p>
Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues.</p></li><li><p>
Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.</p></li><li><p>
May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.</p></li><li><p>
Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.</p></li><li><p>
Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007.</p></li><li><p>
Troubleshoots all other site authorized software with IMOs and users.</p></li><li><p>
Creates logon and email accounts using Microsoft Exchange Server and User Manager.</p></li><li><p>
Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.</p></li><li><p>
Works within a small continuous improvement focused team.</p></li><li><p>
Tracks and documents work performed to allow accurate reporting of all Service Desk activities.</p></li><li><p>
Completes all tasks and assignments as requested by Supervisors and Management.</p></li><li><p>
Performs other duties and assignments as required.</p></li></ul>
Qualifications:
<ul><li>Must be a US citizen with an active Secret clearance, or higher level, security clearance</li><li><p>
High school diploma or GED with at least one (1) year experience in a service desk/help desk environment.</p></li><li><p>
Prerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver&rsquo;s Permit (IDP), valid U.S. driver&rsquo;s license, and the ability to successfully pass a police clearance check and medical qualifications.</p></li><li><p>
Prerequisites for in-country applicants: valid U.S. passport, valid International Driver&rsquo;s Permit (IDP) or Kuwait-issued driver's license, valid U.S. driver&rsquo;s license, medical qualifications, self-identify current visa sponsor &amp; employer, and a copy of your Civil ID and/or work visa.</p></li><li><p>
You must be able to meet all health requirements.</p></li><li><p>
Must be able to pass a detailed medical and dental exam.</p></li><li><p>
Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas</p></li><li><p>
Must have a working knowledge of Microsoft Office software.</p></li><li><p>
Demonstrated strong customer service skills are mandatory.</p></li><li>
Excellent interpersonal skills are required.</li><li><p>
Requires candidates to adhere to DoD 8570.01-M: all candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:</p><ul><li>
IAT Level I Baseline:</li><li>
Cisco: CCNA: Certified Network Associate - Security</li><li>
Cisco: CCNP: Certified Network Professional - Security</li><li>
CompTIA: A+ ce</li><li>
CompTIA: CASP+ ce: Advanced Security Practitioner (ended 17 Dec 2024)</li><li>
CompTIA: CySA+ ce: Cybersecurity Analyst</li><li>
CompTIA: Network+ ce</li><li>
CompTIA: Security+ ce</li><li>
CompTIA: SecurityX ce</li><li>
GIAC: GCED: Certified Enterprise Defender</li><li>
GIAC: GCIH: Certified Incident Handler: Certified Incident Handler</li><li>
GIAC: GICSP: Industrial Cyber Security Professional</li><li>
GIAC: GSEC: Security Essentials</li><li>
ISACA: CISA: Certified Information Systems Auditor</li><li>
ISC2: CISSP (or Associate): Certified Information Systems Security Professional</li><li>
ISC2: SSCP: Systems Security Certified Practitioner</li><li>
Computing Environment Certificates</li><li>
CompTIA: Server+</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: MCSA: Windows 10</li><li>
Microsoft: MCSA: Windows Server 2012</li><li>
Microsoft: MCSA: Windows Server 2016</li><li>
Microsoft: MCSE: Cloud Platform and Infrastructure</li><li>
Microsoft: MCSE: Enterprise Devices and Apps</li><li>
Microsoft: MCSE: Private Cloud 2012</li><li>
Microsoft: MCSE: Server Infrastructure 2012</li><li>
Microsoft: MCT: Certified IT Professional</li><li>
Microsoft: MCT: Certified Systems Administrator</li><li>
Microsoft: 365 Certified: Endpoint Administrator Associate</li><li>
Microsoft: 365 Certified: Enterprise Administrator Expert</li><li>
Microsoft: 365 Certified: Messaging Administrator Associate</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: 365 Certified: Security Administrator Associate</li><li>
Microsoft: Certified: Azure Administrator Associate</li><li>
Microsoft: Certified: Azure Database Administrator Associate</li><li>
Microsoft: Certified: Azure Security Engineer Associate</li><li>
Microsoft: Certified: Azure Solutions Architect Expert</li><li>
Microsoft: Certified: Identity and Access Administrator Associate</li><li>
Microsoft: Certified: Information Protection Administrator Associate</li><li>
Microsoft: Certified: Security Operations Analyst Associate</li><li>
Microsoft: MCSA: SQL 2016 Database Admin</li><li>
Microsoft: MCSA: SQL 2016 Database BI Development</li><li>
Microsoft: MCSA: SQL 2016 Database Dev</li><li>
Microsoft: MCSE: Core Infrastructure</li><li>
Microsoft: MCSE: Database Management and Analytics</li><li>
Microsoft: MCSE: Productivity Solutions Expert</li><li>
Microsoft: MD-100: Windows Client</li><li>
Microsoft: MTA: Microsoft Technology Associate</li><li>
Microsoft: MTA: Windows Server Administration Fundamentals</li></ul></li></ul>
Job ID: 2025-19602 Work Type: On-Site</div>

Service Desk Administrator (IT Help Desk) - Camp Arifjan (Active Secret Clearance Required)

Clarivate

<div><div><div><p>In your role as an IT Service Desk Analyst, you will be part of a team dedicated to providing Clarivate colleagues with World Class Information Technology Support and Service. By monitoring critical elements of the IT infrastructure, responding to system alerts and user request for assistance, you provide the front-line support required to delight both our internal and external customers.</p></div><p></p><div><p><b><br>
About You</b> (<b>Skills &amp; Qualification Required)</b></p></div><div><ul><li><p>
Associates degree or bachelor&rsquo;s degree in Computer or Equivalent combinations of education, work experience, and certification will be considered.</p></li></ul></div><div><ul><li><p>
Minimum 2 years&rsquo; experience working in a support/service capacity; preferably global IT organization, underlined by respective training certificates, but certificates are not mandatory.</p></li></ul></div><div><ul><li><p>
Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory)</p></li></ul></div><div><ul><li><p>
Experience in IT Service Management process and tools or experience.</p></li></ul></div><div><ul><li><p>
Knowledge/use of ITSM tools like Service Now a plus</p></li></ul></div><p></p><div><p><b>
It would be great if you also have&hellip;</b></p></div><div><ul><li><p>
Client focus and ownership driven - displays initiative and a proactive approach to work.</p></li></ul></div><div><ul><li><p>
Demonstrated ability to be a collaborative team player.</p></li></ul></div><div><ul><li><p>
Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident &amp; customer focused; good problem-solving skills with the ability to follow written and verbal instructions.</p></li></ul></div><div><ul><li><p>
Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.</p></li></ul></div><div><ul><li><p>
Proficiency in personal computer operating systems, security and office automation software, including Microsoft Windows 10, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, TeamViewer, LucidChart, Microsoft SCCM, and Microsoft Office 365.</p></li></ul></div><p></p><div><p><b>
What will you be doing in this role?</b></p></div><div><ul><li><p>
Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.)</p></li></ul></div><div><ul><li><p>
Answer the Service Desk phones in a courteous and friendly manner following the specified IT procedures</p></li></ul></div><div><ul><li><p>
Ensure compliance to Clarivate&rsquo;s Incident Management process for every incident</p></li></ul></div><div><ul><li><p>
Identify, analyze and repair equipment failures, order and replace parts/material as needed.</p></li></ul></div></div><div><div><ul><li><p>
Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.</p></li></ul></div><div><ul><li><p>
Enter all calls/incidents/request/updates in ServiceNow, including detailed chronological information, in accordance with IT standards</p></li></ul></div><div><ul><li><p>
Escalate incidents to next level support when the solution is unknown or cannot be solved within defined time frames.</p></li></ul></div><div><ul><li><p>
Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following Clarivate&rsquo;s IT standard processes in coordination with responsible IT service management.</p></li></ul></div><div><ul><li><p>
Create documentation and enhance the development of the Knowledge Base as required</p></li></ul></div><div><ul><li><p>
Prepare reports for trend analysis, improvement opportunities and performance metrics.</p></li></ul></div><div><ul><li><p>
Support implementation of new and/or improved IT processes following ITSM standards</p></li></ul></div><p></p><div><p><b><br>
About the Team</b></p></div><div><p>
You will be part of Clarivate&rsquo;s IT Service Desk team, operating across Bengaluru and Noida, providing 24x7 IT support to over 15,000 colleagues globally. The team serves as the first point of contact for IT-related incidents and requests, ensuring business continuity through reliable, efficient, and customer-centric service delivery.</p></div><p></p><div><p><b>
Hours of Work</b></p></div><div><p>
40 hours per week (Rotational shifts supporting 24x7 operations), permanent full-time position, hybrid work model.</p></div></div><p>
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.</p></div>

IT Support Services Analyst

<div>Company Overview:<p></p><p><b><br>
Work Where it Matters</b></p><p></p><p><br>
Five Rivers Services (FRS), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.</p><p></p><p><br>
At FRS, the work you do every day makes a difference in the lives of our 15,000 I&ntilde;upiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.</p><p></p><p><b><br>
For our shareholders</b>, FRS provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.</p><p></p><p><b><br>
For our government customers</b>, FRS provides full-spectrum capabilities including enterprise IT support services, satellite and communications IT operations and maintenance support, classified and unclassified base operations and administrative services, and more.</p><p></p><p><b><br>
As an FRS employee</b>, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.</p>
Description:
<p>
Five Rivers Services is looking for a Service Desk Administrator located at Camp Buehring, Kuwait. To join our team of outstanding professionals, apply today!</p><p></p><p><br>
Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using ServiceNow and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.</p>
Responsibilities:
<ul><li>Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.</li><li>
Assists the IMO with daily functions of computer, network and software management for the site and all users.</li><li><p>
Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues.</p></li><li><p>
Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.</p></li><li><p>
May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.</p></li><li><p>
Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.</p></li><li><p>
Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007.</p></li><li><p>
Troubleshoots all other site authorized software with IMOs and users.</p></li><li><p>
Creates logon and email accounts using Microsoft Exchange Server and User Manager.</p></li><li><p>
Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.</p></li><li><p>
Works within a small continuous improvement focused team.</p></li><li><p>
Tracks and documents work performed to allow accurate reporting of all Service Desk activities.</p></li><li><p>
Completes all tasks and assignments as requested by Supervisors and Management.</p></li><li><p>
Performs other duties and assignments as required.</p></li></ul>
Qualifications:
<ul><li>Must be a US citizen with an active Secret clearance, or higher level, security clearance</li><li><p>
High school diploma or GED with at least one (1) year experience in a service desk/help desk environment.</p></li><li><p>
Prerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver&rsquo;s Permit (IDP), valid U.S. driver&rsquo;s license, and the ability to successfully pass a police clearance check and medical qualifications.</p></li><li><p>
Prerequisites for in-country applicants: valid U.S. passport, valid International Driver&rsquo;s Permit (IDP) or Kuwait-issued driver's license, valid U.S. driver&rsquo;s license, medical qualifications, self-identify current visa sponsor &amp; employer, and a copy of your Civil ID and/or work visa.</p></li><li><p>
You must be able to meet all health requirements.</p></li><li><p>
Must be able to pass a detailed medical and dental exam.</p></li><li><p>
Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas</p></li><li><p>
Must have a working knowledge of Microsoft Office software.</p></li><li><p>
Demonstrated strong customer service skills are mandatory.</p></li><li>
Excellent interpersonal skills are required.</li><li>
Requires candidates to adhere to DoD 8570.01-M: all candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:<ul><li>
Cisco: CCNA: Certified Network Associate - Security</li><li>
Cisco: CCNP: Certified Network Professional - Security</li><li>
CompTIA: A+ ce</li><li>
CompTIA: CASP+ ce: Advanced Security Practitioner (ended 17 Dec 2024)</li><li>
CompTIA: Network+ ce</li><li>
CompTIA: Security+ ce</li><li>
CompTIA: SecurityX ce</li><li>
GIAC: GCED: Certified Enterprise Defender</li><li>
GIAC: GCIH: Certified Incident Handler: Certified Incident Handler</li><li>
GIAC: GICSP: Industrial Cyber Security Professional</li><li>
GIAC: GSEC: Security Essentials</li><li>
ISACA: CISA: Certified Information Systems Auditor</li><li>
ISC2: CISSP (or Associate): Certified Information Systems Security Professional</li><li>
ISC2: SSCP: Systems Security Certified Practitioner</li></ul></li><li>
Computing Environment (CE) Certificates:<ul><li>
CompTIA: Server+</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: MCSA: Windows 10</li><li>
Microsoft: MCSA: Windows Server 2012</li><li>
Microsoft: MCSA: Windows Server 2016</li><li>
Microsoft: MCSE: Cloud Platform and Infrastructure</li><li>
Microsoft: MCSE: Enterprise Devices and Apps</li><li>
Microsoft: MCSE: Private Cloud 2012</li><li>
Microsoft: MCSE: Server Infrastructure 2012</li><li>
Microsoft: MCT: Certified IT Professional</li><li>
Microsoft: MCT: Certified Systems Administrator</li><li>
Microsoft: 365 Certified: Endpoint Administrator Associate</li><li>
Microsoft: 365 Certified: Enterprise Administrator Expert</li><li>
Microsoft: 365 Certified: Messaging Administrator Associate</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: 365 Certified: Security Administrator Associate</li><li>
Microsoft: Certified: Azure Administrator Associate</li><li>
Microsoft: Certified: Azure Database Administrator Associate</li><li>
Microsoft: Certified: Azure Security Engineer Associate</li><li>
Microsoft: Certified: Azure Solutions Architect Expert</li><li>
Microsoft: Certified: Identity and Access Administrator Associate</li><li>
Microsoft: Certified: Information Protection Administrator Associate</li><li>
Microsoft: Certified: Security Operations Analyst Associate</li><li>
Microsoft: MCSA: SQL 2016 Database Admin</li><li>
Microsoft: MCSA: SQL 2016 Database BI Development</li><li>
Microsoft: MCSA: SQL 2016 Database Dev</li><li>
Microsoft: MCSE: Core Infrastructure</li><li>
Microsoft: MCSE: Database Management and Analytics</li><li>
Microsoft: MCSE: Productivity Solutions Expert</li></ul></li></ul>
Job ID: 2025-19814 Work Type: On-Site</div>

Service Desk Administrator (IT Help Desk) - Camp Buehring (Secret Clearance Required)

Veeam Software

<div>
 Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world&rsquo;s biggest brands. The future of data resilience is here - go fearlessly forward with us.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 The Service Desk Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.
 <br/>
 <br/>
 <em>
  This will be an onsite role, based in Riyadh, Saudi Arabia
  <br/>
  <br/>
 </em>
 What You'll Do
 <br/>
 <br/>
 <ul>
  <li>
   Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
  </li>
  <li>
   Monitor Service Level Agreement (SLA) compliance within the team
  </li>
  <li>
   Ensure timely resolution or escalation of technical issue
  </li>
  <li>
   Provide IT support for hardware and software
  </li>
  <li>
   Perform user account administration across multiple systems
  </li>
  <li>
   Collaborate as a member of an international team
  </li>
  <li>
   Review and update the Service Desk knowledge base with accurate processes and procedures
  </li>
  <li>
   Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)
   <br/>
   <br/>
  </li>
 </ul>
 What You'll Bring
 <br/>
 <br/>
 <ul>
  <li>
   At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
  </li>
  <li>
   Proficiency in English and Arabic, both written and spoken
  </li>
  <li>
   Strong multitasking skills with the ability to handle real-time support issues
  </li>
  <li>
   A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
  </li>
  <li>
   Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
  </li>
  <li>
   Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
  </li>
  <li>
   In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
  </li>
  <li>
   Strong expertise in MS Office products
  </li>
  <li>
   Be able to learn a new product or technology via lab time, self-training, and technical support resources
   <br/>
   <br/>
  </li>
 </ul>
 Bonus Skills
 <br/>
 <br/>
 <ul>
  <li>
   Ability to work with users of any level of technical knowledge
  </li>
  <li>
   Knowledge of networking technologies (TCP/IP, DNS, DHCP)
  </li>
  <li>
   ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
  </li>
  <li>
   Experience with incident monitoring and management systems
  </li>
  <li>
   Scripting and automation skills using tools like PowerShell
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Please note:
 </strong>
 If an applicant is permanently located outside of Saudi Arabia, Veeam reserves the right to decline the application for this position.
 <br/>
 <br/>
 <strong>
  Veeam Software is an equal opportunity employer
 </strong>
 and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
 <br/>
 <br/>
 Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
 <br/>
 <br/>
 By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 <strong>
  By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
</div>


Service Desk Analyst

<div>
 Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world&rsquo;s biggest brands. The future of data resilience is here - go fearlessly forward with us.
 <br/>
 <br/>
 The Desktop Support Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.
 <br/>
 <br/>
 <strong>
  <em>
   This will be an onsite role, based in Riyadh, Saudi Arabia
   <br/>
   <br/>
  </em>
 </strong>
 <strong>
  Your Tasks Will Include
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
  </li>
  <li>
   Monitor Service Level Agreement (SLA) compliance within the team
  </li>
  <li>
   Ensure timely resolution or escalation of technical issue
  </li>
  <li>
   Provide IT support for hardware and software
  </li>
  <li>
   Perform user account administration across multiple systems
  </li>
  <li>
   Collaborate as a member of an international team
  </li>
  <li>
   Review and update the Service Desk knowledge base with accurate processes and procedures
  </li>
  <li>
   Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We Expect From You
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
  </li>
  <li>
   Proficiency in English and Arabic, both written and spoken
  </li>
  <li>
   Strong multitasking skills with the ability to handle real-time support issues
  </li>
  <li>
   A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
  </li>
  <li>
   Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
  </li>
  <li>
   Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
  </li>
  <li>
   In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
  </li>
  <li>
   Strong expertise in MS Office products
  </li>
  <li>
   Be able to learn a new product or technology via lab time, self-training, and technical support resources
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What Will Be Your Advantage
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ability to work with users of any level of technical knowledge
  </li>
  <li>
   Knowledge of networking technologies (TCP/IP, DNS, DHCP)
  </li>
  <li>
   ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
  </li>
  <li>
   Experience with incident monitoring and management systems
  </li>
  <li>
   Scripting and automation skills using tools like PowerShell
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Veeam Software is an equal opportunity employer
 </strong>
 and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
 <br/>
 <br/>
 Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
 <br/>
 <br/>
 By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 <strong>
  By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
</div>


<div><p><b>About GAC</b></p><p><b>
Our corporate DNA</b></p><p><b>
World-class shipping, logistics, and marine services built on quality, safety, and sustainability with the human touch. GAC delivers flexible integrated portfolios to customers globally, emphasizing a long-term approach, sustainability, innovation, and ethics.</b></p><p><b>
7500 + Employees around the world / 300 +Strategically located offices / 50 +Countries.</b></p><p></p><p><b>
About Job</b></p><p>
The main purpose of the IT Service Desk administrator is to provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs. The IT Service Desk will provide 24x7x365 first-line support via all modern communication channels and offer remote support when required. Therefore, the Service Desk administrator must be flexible and available to work shifts during the day or night.</p><p>
The job exists for an individual who will adopt ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests and, where required, will use their excellent knowledge of GAC stakeholders and third-party suppliers to find solutions to Incidents and requests.</p><p>
The job contributes to the smooth functioning of business operations and will demonstrate excellent knowledge of GAC&rsquo;s IT systems, Infrastructure, and service catalog.
<br>
Additionally, this role supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of end-user digital experience. The administrator will also play a key role in maintaining endpoint security compliance, promoting user awareness, and collaborating with cybersecurity and infrastructure teams to strengthen the organization&rsquo;s IT resilience.</p><p><i>
 </i><b><i>This Position required to work on roster basis</i></b></p><p></p><p><b>
Key Responsibilities</b></p><p>
Provide L1 &amp; L2 support for Microsoft 365, which includes E-mail, OneDrive, SharePoint, MS Teams, including Teams Voice, Intune device management, and security compliance monitoring.</p><p>
GAC Business Application administration and support.</p><p>
Responsible for GAC Service Desk Support (ServiceNow).</p><p>
Desktop and Applications support.</p><p>
Administer GAC Monitoring systems.</p><p>
Daily monitoring of Anti-virus status, Device Management, and Group IT Servers hosted on-prem and Cloud.</p><p>
Monthly Patching of servers and endpoints.</p><p>
Vendor Management (Suppliers/Consultants).</p><p>
IT Service Desk Procedures &amp; Guidelines.</p><p>
Responsible for Inventory Management.</p><p><b><br>
Requirements</b></p><ul><li><p>
Degree in IT or Secondary education with relevant technical qualifications.</p></li><li><p>
ITIL, Microsoft 365, Azure Administrator, and Certification in networking, Intune, Endpoint Manager, or ServiceNow certification would be an added advantage.</p></li><li><p>
Experience in ITSM platforms (ServiceNow, JIRA), automation tools, and cybersecurity awareness. Familiarity with cloud security, MFA, and zero-trust concepts.</p></li><li><p>
Minimum of 4 years&rsquo; experience in IT support within enterprise or hybrid cloud environments or in an IT administration function.</p></li><li><p>
Ability to work well under pressure with good problem-solving skills in a collaborative, team environment.</p></li><li><p>
Experience in Microsoft Device management solutions would be an advantage.</p></li><li><p>
Excellent command of the English language.</p></li><li><p>
Strong self-led, work prioritization, and strong analytical skills.</p></li><li><p>
Team-player.</p></li><li><p>
Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.</p></li><li><p>
Knowledge of service desk ticketing system &ndash; exposure to Jira on-prem would be an added advantage.</p></li></ul></div>

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