IT Customer Service Analyst

KEO is a creative enterprise, where innovation is a way of life. We are uniquely resourced with end-to-end services to take clients from inspiration – through conceptualization – to realization of planning, design or project delivery in the built and natural environments. For over 57 years we've led with vision, contributing to many of the world's most ambitious projects, iconic places, remarkable experiences and prosperous communities.

As a highly integrated and agile AEP/PMCM firm, KEO is ranked by ENR in the Top 225 International Design Firms; in the Top 20 International PM/CM Firms; and by World Architecture as 50th largest global architecture firm and #1 Firm in the Middle East Region in their 2021 WAS 100 Survey.

We invite you to join us.

Our newest opportunity is for a talented IT Customer Services Analyst to join our award-winning team based in Amman, Jordan. This position is responsible for providing second line support for applications, server and network infrastructure, providing support where a physical presence is required, remote desktop support, and completing work packages to deliver IT improvements and projects tasks.

We envisage success in this role to include;

Act as an initial escalation point for all IT service issues as part of the Incident Management process.2nd line support for infrastructure, applications and desktops

Remote desktop support

Service Request fulfilment

Effectively deliver changes and work packages that are required for the fulfilment of IT projects

Assist with Problem Management analysis and rectification through innovative 'work arounds' and 'quick fixes' managing known errors through their life cycle.

Assist in identifying and implementing improvements to remove the root cause or minimize the impact of all infrastructure incidents through the Problem Management process.

Monitor, maintain and repair all IT services to ensure that they are fit for purpose and fit for use

Assist with the IT risks process including business continuity, disaster recovery planning and management including the testing of contingency plans for IT services

Ensure the maintenance of IT services adhere to operational standards and configuration records are maintained within the CMDB

Continually review operational measurements and threshold alerts to ensure that all IT services remain within operational tolerances

Assist with the periodic disaster recovery testing for IT services for local offices as per of office business continuity planning, identifying areas of improvement to minimize the impact of service outages

Assist in Availability Management to remove all availability related incidents and service outages

Assist in Capacity Management to remove all capacity related incidents and service outages

Assist in the creation and maintenance of a technical Knowledge Base and user training material for all IT services

Perform periodic patching and updates of all IT services to ensure that they are maintained at the agreed version

Assist in the review of IT services to identify efficiency savings through a continuous service improvement program

Assist with installation, testing, implementation or decommissioning of infrastructure systems to operational standards

Identify new and emerging IT services by providing assessment of their relevance and potential value

Assist with the installation, testing, implementation or decommissioning of IT services are performed to operational standards and best practice

Assist during Major Incidents ensuring a fast return to service minimizing the impact on business functions

Assist in Major Incident investigations to determine and remove the underlying root causes

To be successful in this dynamic opportunity, we envision that your career journey to date will include Bachelor's degree in a related field of work and and 5 years of relevant experience. ITIL, MCSE, MCSA, MCITP

Experience administering and troubleshooting desktop issues in a Windows environment

Experience working in an ITIL framework and achieving an ITIL V3 Foundation Certificate

Exposure to Dell PC based hardware

Proven experience of supporting Windows Operating Systems and Windows 10

Understanding of Software Licensing and piracy legislation

A formal Microsoft certification such as MCSE / MCSA / MCITP

Other IT certifications

Exposure to Microsoft O365, Autodesk, Bentley and Cisco Meraki product range

Proven knowledge and experience of installation and administration of Microsoft Infrastructures

Proven technical experience and knowledge of IT Enterprises and architectures

Drivers license is a must

KEO's performance is founded upon integrity, results, innovation, safety and our people. We embrace diversity and recognise its' contribution to client success wherever we work.

We are excited to hear how you can partner with our award-winning team and treat all expressions of interest confidentially.

Full time