SENIOR ANALYST – AIRPORT END USER SUPPORT

GF1587 - SENIOR ANALYST – AIRPORT END USER SUPPORT

Company : Gulf Air Group

Division : Information Technology

Location : Bahrain International Airport

Department : Information Technology

Closing Date : 18-Feb-2025

MAIN OBJECTIVE

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to user incidents and service requests where technical competence meets customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems that run Bahrain International Airport, transforming knowledge into actions by maintaining systems, resolving issues, and providing new services to BAC ICT customers / users by following the department's SOPs, policies, and procedures. ICT field support shall perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.

MAIN DUTIES

• Receive incident reports and service requests from users via telephone, SAHAB, or email.
• Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors.
• Record all required incident details on the incident management system.
• Link the incident record to the User ID and configurations.
• First level support to attempt to resolve the incident, using remote control if necessary for incident resolution.
• If the incident requires escalation to level 3 support, create a work order on Service Desk and assign it to the appropriate level 3 support group.
• Track the incident until closure and keep the user up to date with the incident status.
• Functional escalation in case the incident resolution times exceed the agreed service levels.
• Selective quality checks on closed incidents & service requests.
• Link the service request record to the User ID and configurations.
• Forward the service request to the proper IT support group, in accordance with the service request procedures.
• Track the service request until closure and keep the user up to date with the status.
• Functional escalation in case the service request completion times exceed the agreed service levels.
• Maintain and update documentation relating to technical procedures, user guides, and applications.
• Preparation of new PCs / notebook computers for deployment, including unpacking, installation of the operating system, installation of applications and clients, and setting of user profiles & PC BIOS parameters as per BAC policies.
• Installation of new PCs and locally attached peripherals such as printers and image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, and network outlets in a timely manner.
• Installation of additional applications as per user’s requirements such as Airport Operating System applications, Acrobat Reader, AUTOCAD, etc.
• Preparation and onsite installation of networked printers that will serve BAC Business Applications users.
• Preparation and onsite installation of printers for users and airport Operation systems.
• Inspecting and troubleshooting the time attendance recording devices distributed across all sites.
• Upgrade of operating systems and applications as per BAC Business requirements.
• Recovery (if possible) of lost user data caused by hardware or software.
• Relocation of PCs & peripherals as required by users.
• Attend on-site troubleshooting upon escalation.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Provide advice, plan, and assist with major desktop OS rollouts.
• Provide input and assistance into software licensing.
• Track hardware and software model, version, serial numbers, and licensing model.
• Any other tasks required as part of L1 & L2 support.
• Perform initial level diagnosis of incidents and resolve them when appropriate.
• Demonstrate a good understanding of the customer’s business needs and apply them to the management of system events & incidents.
• Develop and maintain an understanding of customer Service Level Agreements.
• Accept cases from the support queue and assign them to service desk L2 and third line support.
• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Support services for Microsoft related technologies : Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level : WAN and LAN connectivity, routers, firewalls, and security.
• Perform related duties as assigned by supervisor.
• Maintain compliance with all company policies and procedures.

Education & Experience

A Diploma degree as minimum to accept while a BSc. Degree in Computer Science or equivalent is preferred. A minimum of 2 years’ experience in related field.

About Application Process

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application, you would need the following document(s) :

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