About Expro and the Role

Expro is seeking an IT Operations Analyst to join our team in Riyadh, Saudi Arabia. This full-time position is integral to providing essential IT support and operational services across the Group, ensuring adherence to company standards and service level agreements.

Role Purpose and Scope

The primary purpose of this role is to manage, resolve, and escalate all calls routed through the Group's Help Desk system. The IT Operations Analyst provides courteous service to all Group IT customers, both on the telephone and in person. This role also encompasses day-to-day operational support and on-call assistance for IT users at Group or remote sites, covering hardware, software, and local and wide area networks.

Key Responsibilities

• Manage all help desk calls in accordance with the Group's Service Level Agreement, providing first-line support or handling routed calls from various sources.
• Deliver hardware and software support to Service Desk customers directly or by coordinating with third-party vendors.
• Escalate problems to other IT teams when they cannot be resolved by personnel within the Operations Team.
• Participate in Group IT projects as required.
• Assist other Group IT staff in their duties as directed by the Operations Team Lead or designate.
• Ensure all locally based servers are backed up in line with Group IT procedures.
• Execute scheduled maintenance of local servers and systems according to policy, under the direction of the System Administration and Network Teams.
• Maintain a tidy and structured working environment.
• Assist the supervisor with activities as required.
• Manage and maintain operational PCs.
• Manage and liaise with the Mobile Communications provider regarding new phone contracts and queries.

Required Qualifications and Experience

• A relevant degree or equivalent qualification in computer science or another relevant discipline.
• Minimum of 2 years of experience with Windows operating systems, Office products, desktop hardware, and peripheral equipment.
• Possession of basic networking knowledge.
• A+ certification is preferred, or demonstrated equivalent knowledge to effectively troubleshoot computer hardware issues to resolution.

Operational Support and Collaboration

The IT Operations Analyst will provide on-call support when required, including out-of-hours call-out support for specified sites as part of a rotation defined by the Operations Team Lead or designate. This role involves close collaboration with other IT teams and adherence to established IT procedures for server maintenance and backups.

Work Environment and Service Standards

Working within a full-time capacity in Riyadh, the successful candidate will ensure all company standards are adhered to while providing courteous service. The role requires maintaining a tidy and structured working environment, contributing to efficient IT operations.