Desktop Analyst

About the role

The Desktop Analyst position is based in Dammam, Saudi Arabia, and sits within a global IT team supporting a wide range of desktop, software, hardware, and Windows-based environments. The role is centered on delivering strong internal customer support, handling analytical and technical work, and helping keep end-user systems stable, secure, and efficient. This position reports to the IT Manager.

Core responsibilities

• Record incidents thoroughly in the company’s ticketing system, including symptoms, system details, and application information.
• Diagnose and close most user issues independently, while escalating unusual or complex cases to senior team members or other IT staff when needed.
• Identify issues affecting multiple users and coordinate with other IT groups to prioritize and resolve them quickly.
• Provide support outside regular hours when required.
• Assist users with desktop hardware, peripherals, printers, and client-side applications.
• Support manufacturing-related IT hardware and software.
• Maintain site-specific documentation and software installation procedures.
• Keep hardware and software asset records accurate and current.
• Handle mobile device rollout and related hardware support.
• Administer MDM enrollment and device management for company phones and scanners.
• Work on assigned initiatives with the IT Manager.
• Upgrade or replace system software and components in coordination with the IT Manager.
• Maintain standards for software and hardware across the environment.
• Look for practical ways to improve the workplace technology environment.
• Resolve helpdesk requests with strong detail and within defined service targets.
• Continuously strengthen technical capability and stay current with technology trends.
• Support third-party IT teams globally by providing guidance and instructions for assigned tasks.

Requirements

• Strong hands-on experience with Windows Active Directory and user account administration.
• Advanced working knowledge of Microsoft Windows 11 and Office 365.
• Excellent technical troubleshooting ability.
• Strong familiarity with iOS and Android operating systems.
• Willingness and ability to research and adopt new technologies quickly.
• Basic understanding of network fundamentals such as TCP/IP, DHCP, DNS, and VPN.
• Basic knowledge of server operating systems, server utilities, and backup and restore processes.
• Strong capability in analyzing, implementing, configuring, and upgrading hardware, software, and peripherals.
• Intermediate understanding of information security practices and access provisioning.
• Intermediate administrative experience with Office 365 and Azure AD.
• Intermediate SCCM administration skills.
• Strong organizational skills and the ability to manage changing priorities.
• Excellent spoken and written English communication skills.
• Ability to travel minimally, around 2% to 5% annually.
• Compliance with the company’s health and safety program.
• Ability to work for extended periods seated at a desk using a monitor, keyboard, and mouse.

Education and certifications

• A post-secondary degree in Information Technology is preferred.
• ITIL Foundation certification is desirable.
• Additional technical certifications will be considered.

Competencies and working style

• Customer intimacy, operational excellence, and innovation.
• Action-oriented approach with strong analytical thinking.
• High attention to detail and a customer-focused mindset.
• Adaptability, interpersonal awareness, and teamwork.
• Strong problem-solving ability and commitment to technical learning.

Other information

This role supports a changing workload in a fast-moving IT environment and requires a person who can balance operational support with continuous improvement. The position may involve working with global third-party IT support groups and contributing to site-level technology standards and documentation.