IT Analyst - Casablanca

Entreprise :

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt. Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.
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Présentation de l’entreprise

Air Arabia Maroc est membre du groupe Air Arabia. Basé à Casablanca, Air Arabia Maroc est le premier transporteur à bas coût (LCC) du Maroc. La compagnie aérienne a été lancée en avril 2009 et se concentre sur une offre qui allie confort, fiabilité et un excellent rapport qualité-prix.

Adresse de l’entreprise.  04 Rue Carthage, Quartier les Iris, Casablanca

Raison social de l’entreprise :Air Arabia Maroc

Secteur d’activité.Compagnie aérienne

Liens d’une Vidéos de l’entreprise :https://www.youtube.com/watch?v=nXcaeHzMwgs

Poste :

Job Purpose:

To provide support services to end users through various channels as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business. Installs, configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and client's adopted policies and procedures.

Key Result Responsibilities:

1. Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems, takes ownership of reported issues, responds to enquiries, provides information and feedback ensuring problems are being recorded and tracked throughout the entire process.

2. Maintains positive customer/working relationships with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the products and services provided to business clients and to resolve any issues related to maintenance.

3. Provides technical/non-technical support to clients, conducts analysis, diagnosis and troubleshoots systems, network, hardware/software faults and bugs to resolve problems considering system capacity, limitations, etc.; applies metrics to monitor performance and measure key project criteria.

4. Identifies resolutions to technical problems, carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary; responds within agreed time limits to call-outs.

5. Assists with the development and implementation of processes and service level agreements of incidents management and service request management.

6. Assists technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required

7. Contributes to the creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs.

8. Utilizes different communication channels to support or guide end users on the different enquiries and problems raised, these channels include: personal visits, telephone calls, e-mails, web, chat etc.

9. Ensures proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.

10. Installs, configures, monitors and maintains computer hardware operating systems, applications and networks, replaces parts and upgrades existing ones when and as needed in line with agreed SLAs.

11. Supports the roll-out of new applications (where applicable); sets up new users' accounts, profiles and passwords. Supports the clients during CR implementation (UAT and Training).

12. Assists in establishing and maintaining a complete and accurate record of all IT assets within the Airline. Establishes and maintains security, integrity, and business continuity controls and documents.

13. Responds positively to operational needs by being on-call available for critical systems 24x7 support.

14. Performs any other additional duties as directed by the line manager.

Profil recherché :

Qualifications (Academic, training, languages, etc.) :

• Bachelor Degree in Computer Engineering/Computer Science/Information Technology.
• ITIL Certified.
• CCNP/ CCIE/
• Fluent in English Language.( & other languages as per Hub requirement)

Work Experience/Other Competencies :

• 5-6 years in IT Infrastructure support, service desk, 24x7 critical operations preferably in aviation.
• This job requires occasional duty travel for training and implementation purposes.
• Proven record in implementing and monitoring infrastructure projects. 

Adresse :

Traits de personnalité souhaités :

Implication au travail Besoin d'autonomie Besoin de réflexion Ambition Recherche de nouveauté