IT Analyst - Casablanca
Secteur de l’entreprise : Aéronautique / Spatial
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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Company Presentation:
Air Arabia Maroc is part of the Air Arabia Group. Based in Casablanca, Air Arabia Maroc is Morocco's leading Low Cost Carrier (LCC). Focusing on an offer that combines comfort, reliability and excellent value for money, the airline was established in April 2009.
Company address: 04 Rue Carthage, Quartier les Iris, Casablanca
Company name: Air Arabia Maroc
Industry: Airline company
Company Video Links: https://www.youtube.com/watch?v=nXcaeHzMwgs
Culture de l'entreprise :
Air Arabia se distingue par une culture profondément humaine et collaborative, où la solidarité, la confiance et le travail d’équipe occupent une place centrale.
Les managers jouent un rôle de proximité, accompagnant et soutenant les collaborateurs pour créer un environnement stable et motivant.
Cette dynamique s’appuie sur une organisation rigoureuse et structurée, essentielle dans le secteur aérien, avec des processus clairs garantissant qualité et sécurité.
La performance et le sens du challenge complètent ce socle, tandis que l’innovation reste présente pour faire évoluer les pratiques et répondre aux attentes d’un marché exigeant.
Poste :
Job Purpose:
To provide effective IT support services to the end users through multiple support channels. The role ensures continuity of business operations by troubleshooting, resolving, and preventing issues impacting IT infrastructure, systems, and applications. Responsible for installing, configuring, and monitoring IT systems in compliance with company policies, security standards, and applicable aviation and regulatory requirements.
Key Result Responsibilities:
- Provides first- and second-level technical support to end users, taking ownership of incidents and service requests from logging through closure.
- Monitors systems, servers, and network components to ensure stable IT operations and timely identification of issues.
- Diagnoses and troubleshoots hardware, software, application, and basic network issues, ensuring resolution within agreed SLAs.
- Applies fixes, patches, and minor bug resolutions; escalates unresolved issues to appropriate internal IT teams or vendors.
- Maintains effective working relationships with business users, internal IT teams, suppliers, and service providers.
- Supports the implementation and adherence to incident management and service request management processes aligned with ITIL practices.
- Assists senior IT staff in planning, testing, and implementing new systems, applications, and technology platforms.
- Contributes to the IT knowledge base by preparing user guides, technical documentation, and support notes.
- Uses multiple communication channels (on-site support, telephone, email, remote tools) to assist users effectively.
- Ensures accurate recording, tracking, and closure of incidents and service requests; prepares periodic support activity reports when required.
- Installs, configures, upgrades, and maintains IT hardware, operating systems, applications, and network devices.
- Supports new application rollouts, user account setup, access provisioning, and basic end-user training.
- Maintains accurate records of IT assets, ensuring compliance with asset management and security requirements.
- Ensures IT security, data integrity, and business continuity controls are followed and documented.
- Provides on-call support for critical systems as required to support 24x7 airline operations.
Profil recherché :
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification preferred.
- Ability to analyze technical issues, identify root causes, and recommend practical solutions.
- Working knowledge of IT security and business continuity principles.
- Fluent in English.
- Strong communication, problem-solving, and customer service skills.
- Strong understanding of IT infrastructure, end-user systems, and enterprise applications.
- Familiarity with incident, problem, and service request management processes.
- Proficiency in MS Office
Work experience
- 4–6 years of experience in IT infrastructure support, service desk, or IT operations, preferably in aviation or a 24x7 operational environment.
- Experience troubleshooting hardware, software, and network-related issues.
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