IT Help Desk Supervisor-Saudi National
Job Location:
Jeddah - Saudi Arabia
Monthly Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
We are seeking a skilled ManageEngine Specialist to oversee the administration and optimization of the ManageEngine Service Desk application. This role will involve managing user accounts workflows and system performance while also analyzing support processes to enhance service delivery. The ideal candidate will have a strong background in IT service management and experience with ManageEngine solutions.
Key Responsibilities:
- Administer and configure the ManageEngine Service Desk application to meet organizational requirements.
- Manage user accounts roles permissions and workflows within the Service Desk to ensure effective usage.
- Conduct regular maintenance and backups of the Service Desk application to ensure data integrity and availability.
- Analyze current support processes recommending and implementing improvements to enhance service delivery.
- Review and streamline user provisioning and de-provisioning processes to optimize resource management.
- Generate and analyze reports on Service Desk performance metrics including ticket resolution times user satisfaction and workload distribution.
- Provide support and guidance to users on best practices and effective usage of the ManageEngine system.
- Monitor system performance and security ensuring compliance with industry standards and best practices.
- Generate regular reports on system usage incidents and resolutions to identify trends and areas for enhancement.
- Manage software updates and patches for all ManageEngine solutions to maintain system integrity.
- Coordinate maintenance activities with the Principal Buyers team to minimize service disruption.
- Collaborate closely with other IT teams to ensure seamless integration of the Service Desk with other systems.
- Bachelors degree in information technology Computer science or a related field.
- Knowledge and experience in change Management
- Proven experience in managing and administering ManageEngine Service Desk or similar IT service management tools.
- Strong understanding of IT service management (ITSM) principles and practices.
- Proficiency in user account management role-based access control and workflow configuration.
- Experience with data analysis and report generation related to service performance metrics.
- Knowledge of system security practices and compliance requirements.
- Strong problem-solving skills and ability to recommend process improvements.
- Excellent communication and interpersonal skills to support users effectively and collaborate with IT teams.
- Familiarity with software update and patch management processes.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- ITIL certification or similar IT service management certification.
- Experience in conducting training sessions or workshops for end-users.
- Knowledge of other ManageEngine products and their integration capabilities.
Required Skills:
Education & Experience Bachelors degree in Computer Science Information Technology or a related field. 35 years of hands-on experience as a System Administrator or similar IT infrastructure role. Prior experience working with Nexthink platform is mandatory. Experience working in a corporate or enterprise IT environment. Technical Skills Strong knowledge of Nexthink platform including administration configuration troubleshooting and reporting. Familiarity with ITSM tools and ticketing systems (e.g. ServiceNow Remedy). Proficient in Windows and Linux operating systems. Experience with system performance monitoring and optimization. Understanding of networking end-user computing and IT infrastructure. Ability to generate reports and insights based on system and user data. Experience in incident handling root cause analysis and change management. Soft Skills Strong analytical and problem-solving skills. Ability to communicate effectively with technical and non-technical stakeholders. Organized self-motivated and capable of managing multiple priorities. Ability to work independently and as part of a team.
Company Industry
IT Services and IT Consulting
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Alnafitha International founded since 1993 in Saudi Arabia is a leading independent provider of IT services and solutions. Alnafitha provides consistent processes and tools combined with the right skills at the right time and place. We design IT solutions that fit your unique requirem ... View more
