1 812 User Support jobs in Bahrain

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.

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues related to product functionality and usage.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Educate customers on product features and best practices.
• Escalate complex technical problems to appropriate teams or specialists.
• Identify and report recurring customer issues and suggest potential solutions.
• Maintain a high level of customer satisfaction through efficient and empathetic service.
• Contribute to the knowledge base by creating and updating support articles.
• Collaborate with internal teams to ensure timely resolution of customer inquiries.
• Adhere to established support service level agreements (SLAs).

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Minimum of 2 years of experience in customer service or technical support.
• Strong understanding of troubleshooting methodologies and common technical issues.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to explain technical information clearly and concisely.
• Patient, empathetic, and customer-oriented attitude.
• Ability to multitask and manage time effectively.
• Familiarity with (mention a relevant software/product category, e.g., SaaS products, mobile applications) is a plus.

• Respond promptly and professionally to customer inquiries via various communication channels.
• Diagnose and resolve technical issues related to software installation, configuration, and usage.
• Guide customers through step-by-step solutions to troubleshoot problems.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
• Identify and escalate priority issues to the relevant teams for timely resolution.
• Contribute to the knowledge base by creating and updating FAQs, tutorials, and support articles.
• Gather customer feedback and report common issues or trends to the product development team.
• Assist with onboarding new customers and providing training on product features.
• Collaborate with team members to share knowledge and best practices.
• Meet or exceed customer service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.
• Ensure a positive customer experience at every touchpoint.
• Proactively identify potential issues and provide preventative solutions.
• Offer support across different time zones as needed.
• Assist with customer account management and inquiries.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or technical support role.
• Strong understanding of common software applications and operating systems.
• Excellent verbal and written communication skills in English.
• Proficiency in using helpdesk software and CRM systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Strong organizational and time management skills.
• Ability to work effectively in a team environment, and independently when required.
• Experience with troubleshooting network connectivity issues is a plus.
• A commitment to continuous learning and improvement.
• Ability to adapt to a fast-paced work environment.
• Familiarity with ITIL principles is beneficial.
• Basic understanding of cloud computing concepts.
• Experience with remote support tools.

• Provide technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues with software and hardware.
• Guide customers through product setup and usage instructions.
• Document customer interactions and resolutions in the CRM system.
• Escalate unresolved issues to the appropriate teams.
• Maintain a high level of customer satisfaction.
• Contribute to the knowledge base by creating and updating support articles.
• Identify recurring issues and provide feedback to product development teams.

• Minimum 3 years of experience in customer service or technical support.
• Strong technical aptitude and problem-solving skills.
• Excellent verbal and written communication skills.
• Patience and empathy when dealing with customers.
• Ability to multitask and manage time effectively.
• Proficiency in using support software and CRM systems.
• Familiarity with common operating systems and software.
• Ability to work independently in a remote setting.

• Respond to customer inquiries via phone, email, and chat regarding technical issues.
• Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions.
• Escalate complex issues to higher-level support teams or development as needed.
• Document all customer interactions and technical issues accurately in the CRM system.
• Create and update knowledge base articles and FAQs to help customers self-serve.
• Provide training and support to customers on using the software effectively.
• Identify trends in customer issues and provide feedback to the product development team.
• Maintain a high level of customer satisfaction by delivering timely and accurate support.
• Collaborate with team members to share knowledge and improve support processes.
• Ensure all customer data is handled with confidentiality and security.

• Associate's degree or equivalent experience in IT, Computer Science, or a related field.
• Minimum of 2-3 years of experience in customer support, preferably in a technical role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent communication, active listening, and problem-solving skills.
• Experience with CRM software and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Must be organized, detail-oriented, and able to manage multiple tasks simultaneously.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.