IT Service Desk Analyst

Nintex Platform

Get an overview of the Nintex Platform and its full list of features, benefits and capabilities.

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Get an overview of the Nintex Platform and its full list of features, benefits and capabilities.

IT Service Desk Analyst

Riyadh, Saudi Arabia About the role: you will help provide a single point of contact to the enterprise for all technology related support needs. You will help fulfill daily support needs and maintain basic IT operations as well as play a key role in our follow-the-sun support model that will take advantage of coverage across multiple time zones to provide timely service and support. You will be a point of escalation for complicated issues, lead or participate in IT Support projects and implementations and perform auditing activities to ensure accurate data is held in the various system Provide tier 1 support for enterprise end users for all technology related needs Monitor ticketing system consistently and progress, escalate and resolve tickets efficiently using documented processes and critical thinking Use incident classification guidelines to escalate high and critical priority tickets properly using the IT incident management policy Handoff any unfinished tickets to next Support Engineer on-shift Assist with user onboarding procedures, including account setup, hardware setup/deployment, desk setup and user training Manage our antivirus software to remove any active threats and ensure our endpoints are secure Contribute to the Global IT Support knowledge base by frequently updating, retiring and creating articles Procure and configure required hardware for end-users Support and maintain IT-owned hardware, including proper decommissioning according to our SOC2 requirements Manage and track IT assets using asset management system Support and maintain AV equipment in all areas of offices and externally as requested Continuously improve support operations – analyzing operational data and use end user feedback to reduce downtime for end users, improve service turn time, and prevent end user incidents Participate in team projects and provide timely and complete deliverables Stay current with related technologies; recommend ways for Nintex to improve productivity and reduce cost Manage and lead projects for IT Support team, including participating in planning and execution of IT projects and rollouts Provide guidance and act as a level of escalation for others in the Support team Audit applications and systems (AD, Asset Management system, etc.) to analyze for compliance and changes that need to be made Familiarize yourself with Nintex products to help find ways that IT Support can leverage these systems to save time and cost While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including View more about our benefits here: .