Location: Madinah, Saudi Arabia

Package: Up to £26,000 | SAR 150,000 Tax Free + Allowances

Contract: Permanent, single-status

Additional Benefits: Accommodation, transportation, private healthcare, travel allowance plus mobilisation provided.

Start Date: ASAP

OVERVIEW:

Within Pearson's Technology End User Support Team, you will be responsible for providing a first class support service to the Pearson businesses with respect to the devices in use in the daytoday operation.

The EUST is service driven and will be required to provide support to all devices in use by the business. Our technical strategy is to provide IT solutions that are device agnostic, therefore the team will need to be skilled to support a diverse environment.

JOB SCOPE

- Build, configure, install and maintain both standard and non-standard hardware and software

- To configure and solve issues on a selection of mobile devices including Android, Blackberry and IOS

- The Successful IT Support Analyst will have experience of working in a customer facing role either face to face or over the phone

- Identify and escalate critical issues to other internal/external teams when required

- Undertake a wide variety of support calls and provide an efficient support service to all customers, ensuring all targets are met including focusing on priority calls

- Respond in a courteous and timely manner to office based staff and remote users

- Communicate effectively within the Service Desk team and across all other internal departments to ensure the effective escalation and resolution of customer problems

- Provide additional out of hours support as required and assist in office moves

- Maintain active directory assets ensuring policies are adhered to

- Ensure data protection is maintained to legal obligations and to ensure data security is upheld according to corporate guidance and regulations

- Liaise with 3rd party suppliers and support desks as necessarY

JOB REQUIREMENTS

- Broad knowledge of Windows operating systems and architecture

- Ideally broad knowledge of Apple Mac operating system and architecture

- Strong customer service ethos

- Customer and service delivery focused

- Able to analyse call data, evaluating and making logical recommendations based on findings

- Must be able to foster co-operation and teamwork to achieve defined objectives

- Must have the ability to interact and collaborate effectively with PT colleagues from other teams and with a wide range of stakeholders and business partners

- Has a high degree of initiative and self-motivation

- Have the resilience and stamina to sustain high performance standards under pressure