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IT Service Desk Analyst

Date: 02-Aug-2022

Location: OM

Company: Majid Al Futtaim

Majid Al Futtaim Retail  invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Role Purpose:

The Service Delivery II is the Level 2 support in Service Desk department for all IT related incidents and service requests. The role of The Service Delivery II is to provide second line support for country and Stores. Responsible for resolving requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. A dynamic, Self-motivated and working under preacher which provides services over the phone, through email, JIRA, ...


IT Service Desk Analyst, will report to the Service Desk Manager and will work closely with other members of the technology department to support all end users.


Role Details – Key Responsibilities and Accountabilities:

Role Summary


  • Global vision and experience on company systems such as Network and Microsoft products (AD, DNS, DHCP, Hyper-V, DFS, WAN, LAN, VPN…) and MAF Retail applications (AS400 “GIMA/ GICA”, SMA…)
  • Ability to work in shifting, early morning and night duty
  • Excellent attitude, good phone speaker.
  • Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
  • Ability to deal with problems and technical issues in a friendly way, calm and reassuring manner.
  • Good communication and coordination skills to follow up issues with users and experts.
  • Self-motivated, Ability to multi-task, prioritize and escalate accordingly.
  • Ability to learn new skills quickly – for example, supporting new applications.
  • Tenacity and dedication to pursue an issue from beginning to end with the initiative and reliability to work unsupervised on many occasions.


Processes and Procedures

  • Monitoring daily raised issues and classify them per priority.
  • Investigates problems at 2nd level, provide findings, impact and preventative actions in a clear and concise manner.
  • Assist the level 1 support team by providing workaround of issues if available and ensure the quality of the support.
  • Focus on the Daily, Weekly, monthly, Quarterly, and yearly KPsI.
  • Follow up the escalated tickets with SMEs to ensure a timely resolution.
  • Contribute to team meetings and play an active role in the development of the service delivered by the systems owners.
  • Actively engage in personal development within the role, and to pursue appropriate

qualifications/training in the field required.

  • Provide reasonable availability for any out-of-hours activities as required by this role.
  • A flexible attitude to duties is expected.
  • Participation in the Improvement and department priority objectives.
  • Create a Knowledge Base in Confluence and share the knowledge with the team.
  • Prepare reports, alerts and information for users.
  • Ensure all support calls and service requests are logged and administered using the appropriate service desk software (JIRA) and working to any agreed Service Level Agreement.
  • Troubleshoot and resolve end-user hardware, operating system, and software related problems, when possible, from the Help Desk.


Human Capital Responsibilities


  • Be a role model and ensure the application of Majid Al Futtaim Retail corporate policies and guarantee the implementation of all laws, regulations and cultural practices of the operating countries are followed and respected
  • Practices the company values and guarantees the same is respected and followed by the department team members
  • Ensure synergy with other departments and Head Offices
  • Promotes and practice communication and participatory management within the team
  • Encourage initiatives within the team
  • Share information, alerts and knowledge with the team
  • User and team Training.
  • Ensure the implementation of MAF Retail’s corporate policies and relevant procedures


Definition of Success

  • Good technical skills and follow up with experts.
  • Good knowledge on troubleshooting and problem resolve.
  • Passionate to empower the support team by training and creating knowledge base.

Behavioral Competencies

  • Good communication, team player, quick learner, eager to learn new things.

Functional/Technical Competencies

  • Global vision and experience on Network and Microsoft products (AD, DNS, DHCP, Hyper-V, DFS, WAN, LAN, VPN…) and MAF Retail applications (AS400 “GIMA/ GICA”, SMA…)
  • knowledge of basic E-2-E e-commerce business flows and customer order journeys
  • Great communication skill, team player, quick learner, and Excellent collaboration skills


Qualification, Experience & Skills:

Minimum Qualifications/education

  • Bachelor in Computer Science, Software Engineer, Computer Applications

Minimum experience

  • Minimum 4 Years store level; IT experience
  •  Carrefour IT Service desk experience is advantage


  • Knowledge of store operation and experience of IT service desk practices.
  • 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software.
  • Basic experience in network configuration and environment.
  • Some knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP,
  • DHCP, etc).
  • Some knowledge of Active Directory concepts and administration.
  • Some knowledge of Database such as MongoDB, SQL, PostgreSQL..
  • Great communication skill, team player, quick learner, and Excellent collaboration skills.
  • CompTIA, ITIL, and MCSA can help take your career to greater heights.
  • Experience with Microsoft products and components.
  • Citrix, VMware, Hyper-V and basic server exposure is preferred.
  • Experience supporting remote users.
  • Ability to clearly communicate technical concepts to non-technical people.
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
  • Ability to multi-task in a fast-paced environment and Stress tolerant.
  • Exceptional oral and written communication skills.
  • Customer service orientated.
  • Well-developed time management skills