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IT Associate - Service Desk

3 days ago 2025/09/08
Full time
500 Employees or more · Heavy Industry & Metallurgy

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Job description

Job Title: Technical Support Associate – Service Desk

Business Unit: Information Technology

Reporting To: Service Delivery Manager


Job Summary

The Technical Support Associate (TSA) is responsible for delivering world-class technical support for all systems and services supported by the Information Technology (IT) department. Support is provided via telephone, remote access, email, and onsite visits. The TSA must demonstrate expertise across a wide range of evolving IT technologies, policies, and procedures, and consistently deliver reliable, VIP-level user support with professionalism and accuracy.


Job Responsibilities

  • Provide comprehensive VIP technical support across client environments, including desktops, laptops, mobile devices, IP phones, and client applications.
  • Diagnoses, troubleshoot and resolve incidents, escalating issues when necessary.
  • Serve as a single, high-quality point of contact for VIP IT customers.
  • Monitor, manage, and track the status and progress of all open incidents to ensure timely resolution.
  • Classify and prioritize incidents based on business impact and urgency.
  • Handle IT incidents and service requests efficiently, aiming for first-contact resolution.
  • Collaborate effectively with IT teams to achieve departmental goals.
  • Build a strong knowledge of client business environments to drive higher first-call resolution rates.
  • Perform scheduled after-hours support duties as assigned.

 Qualifications

  • Demonstrated excellence in customer service delivery.
  • Familiarity with ITIL v4 best practices in Incident, Change, Problem, and Release Management.
  • Experience providing VIP IT support services.
  • Strong understanding of software licensing management.
  • Knowledge of PC lifecycle management


Skills

Candidate Requirements

.Technical Skills and Knowledge

  • Hardware and Device Management: Support and management of Wintel hardware, device provisioning, PC builds, application deployment, and reporting via Ivanti.
  • Operating Systems: Advanced support for Windows 10/11 and MacOS.
  • Productivity Tools: Expert-level support for Office 365, OneDrive, CoPilot, Teams, and SharePoint.
  • Security: Management of endpoint protection using SentinelOne Antivirus; setup and support for encryption technologies.
  • Mobile Device Management: Deployment and support for iPhones, iPads, and Android tablets.
  • Specialized Equipment: Microsoft Surface Hub setup and support.


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Alghanim Industries
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Alghanim Industries is one of the largest, privately owned companies in the Gulf region. A multi-national company in outlook with operations in 40 countries, Alghanim Industries is a multi-billion dollar company with more than 30 businesses. Alghanim Industries place a high value on commitment and investment in our people who contribute to the continued growth and vitalization of our business. Renowned for our progressive business culture and management philosophy, we consider finding and developing talented and energetic people the key to our continued success. Alghanim Industries has a heritage of over 100 years as a successful commercial enterprise in the Gulf region, with a proven track record of reacting to economic and market changes. As a result, this diversified multi-national corporation has built a reputation synonymous with market leadership.

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