1 813 Support Analyst jobs in Bahrain

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Manage user accounts and permissions.
• Escalate complex issues to senior IT staff when necessary.
• Document technical issues and resolutions in the helpdesk ticketing system.
• Create and maintain user guides and knowledge base articles.
• Assist with IT asset management and inventory.
• Ensure adherence to IT security policies and procedures.
• Provide training and guidance to users on IT best practices.
• Monitor system performance and troubleshoot any performance issues.
• Participate in IT projects and upgrades as required.
• Respond to service requests in a timely manner.
• Stay up-to-date with the latest technology trends.
• Contribute to the continuous improvement of IT support services.

• Associate's degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT support or helpdesk roles.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking concepts and troubleshooting.
• Experience with common office productivity software (e.g., Microsoft Office Suite).
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work under pressure and manage multiple tasks.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.
• Experience with remote support tools.
• A patient and helpful demeanor.
• Ability to work independently and as part of a team.

Company : Gulf Air Group

Division : Information Technology

Location : (Location)

Department : Information Technology

Closing Date : 16-Jan-2025

The Senior Analyst - End User Support is responsible for delivering Level 2 IT support in Microsoft Desktop environments and cloud services (Azure and AWS). This role involves troubleshooting complex issues, managing second-level support, and ensuring service levels are met. The analyst will lead technical projects, supervise daily support activities, and oversee team workload to ensure efficient delivery of solutions. Collaboration with management, users, and vendors is essential to align support initiatives with business objectives. Additionally, the analyst will continuously assess and improve support processes, maintaining accurate records and reporting on performance metrics.

1. Serve as a Level 2 support specialist to resolve complex technical and user incidents, adhering to defined standards, processes, and procedures.
2. Support in the supervision of the daily operations of the team.
3. Ensure that Service Level Agreements (SLAs) are consistently met and manage team performance to achieve high-quality support.
4. Complete assigned incidents and service requests in accordance with agreed SLAs. Ensure timely and effective resolution of all requests.
5. Support and maintain all aspects of the End User Support environment, including both physical and virtual setups. Ensure seamless functionality and address any issues promptly.
6. Follow existing processes and procedures while suggesting new or improved procedures based on experience and issue handling. Propose enhancements to streamline support operations.
7. Evaluate new and existing technology products and solutions. Provide recommendations to management for technology upgrades or changes and suggest improvements to processes and products.
8. Identify and implement cost-saving measures to reduce expenses where possible. Monitor and manage expenditures to ensure budget adherence.
9. Collaborate with users and vendors to assess business and system requirements and propose solutions that align with business needs and technical requirements.
10. Engage with vendors to address solution-related issues, request quotations, and negotiate terms. Facilitate effective communication to resolve any vendor-related concerns.
11. Oversee the daily progress of tasks and projects, including updates, enhancements, and follow-ups. Ensure that projects are completed on schedule and meet defined objectives.
12. Ensure strict adherence to policies, processes, and procedures. Deliver all tasks in compliance with established standards.
13. Review and analyze reports, documents, and procedures. Provide technical guidance and support to team members to resolve issues and improve processes.
14. Develop, maintain, and ensure the validity of all Technology & Digital Service End User Support processes and procedures. Ensure that documentation is up-to-date and reflects current practices.
15. Develop and produce various types of documentation as needed, including Requests for Proposals (RFPs), business cases, technical reports, project plans, policies, and procedures.
16. Communicate professionally via email for tasks requiring additional information. Ensure clear and concise correspondence to facilitate task completion.
17. Document findings from resolved cases with team members. Contribute to the team’s knowledge base to support future issue resolution and continuous learning.
18. Monitor and report any increasing trends, unusual activities, or recurring issues to management. Provide insights to help preempt potential problems.
19. Perform additional Ad-Hoc tasks as required across Technology & Digital Service teams.
20. Support various initiatives and projects as needed to ensure overall team success.

Bachelor’s degree in Computer Science, Computer Engineering, or equivalent IT studies.

Minimum of 2 years of relevant experience in IT support, with a strong focus on end-user support and technical troubleshooting.

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):

Company

Gulf Air Group

Division

Information Technology

Location

Department

Information Technology

Closing Date

09-May-2025

Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attend to Users incidents and service requests, providing technical support while maintaining excellent customer relations.

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

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents, matching against known errors.
3. Record all incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. Provide first-level support to attempt to resolve incidents, using remote control if necessary.
6. Escalate incidents to level 3 support by creating a work order on Service Desk and assigning it accordingly.
7. Track incidents until closure and keep users updated on status.
8. Escalate if incident resolution times exceed agreed service levels.
9. Conduct quality checks on closed incidents and service requests.
10. Link service request records to User ID and configurations.
11. Forward service requests to appropriate IT support groups per procedures.
12. Track service requests until closure and update users.
13. Escalate if service request completion exceeds service levels.
14. Maintain and update documentation related to technical procedures, user guides, and applications.
15. Prepare new PCs/notebooks for deployment, including OS installation, application setup, and configuring user profiles and BIOS settings.
16. Install new PCs and peripherals like printers and scanners, verifying site readiness.
17. Install additional applications as required by users.
18. Install and configure networked printers for BAC applications and airport operations.
19. Inspect and troubleshoot time attendance devices across sites.
20. Perform OS and application upgrades as needed.
21. Recover lost user data when possible.
22. Relocate PCs and peripherals as needed.
23. Attend on-site troubleshooting escalations.
24. Research, diagnose, troubleshoot, and resolve system issues.
25. Assist with major desktop OS rollouts and software licensing.
26. Track hardware and software details, including models, versions, serial numbers, and licenses.
27. Perform other tasks as part of L1 & L2 support.
28. Diagnose and resolve incidents at the initial level when appropriate.
29. Understand customer business needs and manage system events accordingly.
30. Maintain understanding of SLAs.
31. Assign cases from the support queue to L2 and third-line support.
32. Support Microsoft core business applications and OS, including Windows Server, Exchange, SQL, SharePoint.
33. Implement and support disaster recovery solutions.
34. Provide network-level support for WAN/LAN, routers, firewalls, and security.
35. Perform related duties as assigned and ensure compliance with company policies.

A minimum of a Diploma is required; a BSc. in Computer Science or equivalent is preferred.

0-2 years of related experience preferred.

If you meet the criteria and are enthusiastic about the role, we welcome your application. Please prepare the following documents to complete your application:

Company : Gulf Air Group

Division : Information Technology

Location : Bahrain International Airport

Department : Information Technology

Closing Date : 18-Feb-2025

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.

1. Receive incident reports and service requests from users via telephone, SAHAB, or email.
2. Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors.
3. Record all required incident details on the incident management system.
4. Link the incident record to the User ID and configurations.
5. First level support to attempt to resolve the incident, using remote control if necessary for incident resolution.
6. 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.
7. Track the incident until closure and keep the user up to date with the incident status.
8. Functional escalation in case the incident resolution times exceed the agreed service levels.
9. Selective quality checks on closed incidents & service requests.
10. Link the service request record to the User ID and configurations.
11. Forward the service request to the proper IT support group, in accordance with the service request procedures.
12. Track the service request until closure and keep the user up to date with the status.
13. Functional escalation in case the service request completion times exceed the agreed service levels.
14. Maintain and update documentation relating to technical procedures, user guides, and applications.
15. 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.
16. 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.
17. Installation of additional applications as per user’s requirements such as Airport Operating System applications, Acrobat Reader, AUTOCAD, etc.
18. Preparation and onsite installation of networked printers that will serve BAC Business Applications users.
19. Preparation and onsite installation of printers for users and airport Operation systems.
20. Inspecting and troubleshooting the time attendance recording devices distributed across all sites.
21. Upgrade of operating systems and applications as per BAC Business requirements.
22. Recovery (if possible) of lost user data caused by hardware or software.
23. Relocation of PCs & peripherals as required by users.
24. Attend on-site troubleshooting upon escalation.
25. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
26. Provide advice, plan, and assist with major desktop OS rollouts.
27. Provide input and assistance into software licensing.
28. Track hardware and software model, version, serial numbers, and licensing model.
29. Any other tasks required as part of L1 & L2 support.
30. Perform initial level diagnosis of incidents and resolve them when appropriate.
31. Demonstrate a good understanding of the customer’s business needs and apply them to the management of system events & incidents.
32. Develop and maintain an understanding of customer Service Level Agreements.
33. Accept cases from the support queue and assign them to service desk L2 and third line support.
34. IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
35. Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
36. Implement and support disaster recovery solutions.
37. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
38. Perform related duties as assigned by supervisor.
39. Maintain compliance with all company policies and procedures.

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.

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):

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to the company's software and hardware products.
• Guide customers through product features, functionalities, and best practices.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical issues to appropriate internal teams for resolution.
• Develop and maintain knowledge base articles and FAQs to assist customers.
• Identify trends in customer issues and provide feedback to the product development team.
• Ensure customer satisfaction by providing efficient and effective support.
• Adhere to company policies and procedures for customer service.
• Participate in ongoing training to enhance product knowledge and technical skills.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Proven ability to troubleshoot technical problems and provide clear solutions.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-centric attitude.
• Proficiency in using customer support software and ticketing systems.
• Ability to multitask and manage time effectively in a remote setting.
• Familiarity with SaaS products or technology services is highly desirable.
• Patience and empathy when dealing with customer issues.