Senior Analyst - IT Support

About The Role

We are seeking a highly skilled and experienced Senior Analyst - IT Support to join our team as a dedicated onsite end-user IT support professional. This is a senior, client-facing role that requires hands-on technical expertise, exceptional problem-solving abilities, and a commitment to delivering outstanding service in a fast-paced, professional services environment. The ideal candidate will own the entire support process—from initial diagnosis and troubleshooting to resolution and escalation—while ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs). This role demands a high level of professionalism, urgency, and the ability to support senior stakeholders and executives with discretion and efficiency.

Key Responsibilities

The Senior Analyst - IT Support will be responsible for providing comprehensive onsite and virtual IT support to colleagues across the organization. The primary focus will be on delivering timely and effective solutions to hardware and software issues while maintaining a customer-first approach. Key responsibilities include:

• Onsite End-User Support (Primary Focus):
  • Provide in-person and virtual support to colleagues using multiple channels, ensuring minimal disruption to their workflow.
  • Diagnose, troubleshoot, and resolve hardware and software issues in an enterprise environment, including Windows laptops and MacBooks/macOS systems.
  • Support and troubleshoot a wide range of corporate applications, including Microsoft Office, standard enterprise software, and mobility technology.
  • Assist with corporate mobile devices, printers, peripherals, and AV/meeting room systems, including conference room technology.
  • Deliver a high level of service to colleagues, including senior stakeholders and executives, with strong communication and professionalism.
  • Accurately log, track, and document incidents and requests within the incident management system, ensuring timely resolution and escalation as needed.
• Device Deployment, Imaging, and Enterprise Tooling:
  • Perform laptop builds, configurations, troubleshooting, and re-imaging to meet enterprise standards.
  • Support laptop imaging and deployment processes, including Windows Autopilot or similar tools, to ensure seamless device provisioning.
  • Assist with Mobile Device Management (MDM) processes, including device compliance and remote troubleshooting.
  • Execute onsite troubleshooting activities, such as basic networking support, server room familiarity, cabling, and rack & stack tasks where required.
• Proactive Support & Continuous Improvement:
  • Identify and resolve performance issues proactively using monitoring tools such as Nexthink or similar solutions to prevent impact on end users.
  • Share knowledge and provide guidance to colleagues to improve technology adoption and overall user experience.
  • Support local projects, including office moves, hardware deployments, and upgrades as assigned by management.

Required Experience & Qualifications

To be considered for this role, candidates must meet the following non-negotiable requirements:

• 7+ years of relevant IT support experience, with a strong focus on hands-on, end-user support.
• Proven experience working in a corporate or enterprise environment, supporting professional end users in a structured IT environment.
• Experience supporting 100+ users and delivering onsite IT support (not remote-only).
• A Bachelor’s Degree is required; a technical degree is preferred but not mandatory.
• Excellent English communication skills, both written and spoken. Proficiency in Arabic is a plus but not required.

Preferred Background (Highly Valued)

While all qualified candidates will be considered, we will prioritize applicants with experience in the following environments:

• Consulting or professional services firms, including Big 4 organizations.
• Banking, financial services, or large multinational corporate environments.
• Structured IT environments with established corporate standards and processes.

We will generally not consider candidates with backgrounds primarily from:

• Small local companies with limited IT infrastructure.
• Retail environments or IT repair shops focused solely on hardware repairs.
• Call center or helpdesk-only roles without onsite enterprise exposure.
• Companies lacking structured corporate IT standards or processes.

Skills & Competencies

The ideal candidate will possess the following skills and competencies:

• Strong troubleshooting and analytical problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Excellent customer service mindset and a colleague-first approach, ensuring a positive user experience.
• Strong organization, prioritization, and ownership of tasks, with the ability to manage multiple responsibilities simultaneously.
• Professionalism under pressure, with the ability to handle urgent issues calmly and effectively.
• Confidence in supporting senior stakeholders and executives, demonstrating discretion and professionalism.
• Comfort working with local and remote teams across different time zones, with flexibility to accommodate varying schedules.

Eligibility / Practical Requirements

To be eligible for this role, candidates must meet the following practical requirements:

• Candidates already based in Saudi Arabia are strongly preferred. Candidates outside Saudi Arabia may be considered only if their profile is outstanding.
• No relocation package is available; candidates must be comfortable with this condition.
• Must be willing to work onsite five days per week in Riyadh.
• Must be comfortable providing occasional after-hours and weekend support in emergencies.
• Must be comfortable supporting both Windows and Mac environments.