IT Service Associate

What You'll Do

Our mission is to provide best in class Business-IT Support, to continuously improve our IT systems and services and strive to create and innovate with technology.

As an IT Specialist your primary responsibility is assisting the IT department with all aspects of technology as it relates to Office, Regional and BCG priorities. This includes, but is not limited to, business reporting, operational planning, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at the client site.

You will work in the Riyadh office and report directly to the Riyadh IT Manager, and you are able to perform successfully in a fast‑paced, high‑performing, service‑orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture.

• Provide high level of customer service through on‑site technology support in both home and office environments, primarily in Riyadh and attached offices, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned case teams and office based staff in a fast‑paced environment.
• Support the BCG user community by providing tailored solutions for their technology while onsite in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
• Prepare and deploy laptops (Windows and macOS) for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end‑user literature.
• Coordinate the repair and maintenance of office printers, network and computing equipment with outside vendors.
• Oversee and troubleshoot video‑conference and telecommunications systems in coordination with regional technical resources (Zoom, MS Teams and Web Ex in particular).
• Work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG.
• Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others.
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyse call data to proactively identify improvement opportunities.
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management.

• Focus on excellent customer service and the needs of the BCG user community through excellent communication (written and verbal), time‑management and collaboration skills.
• Self‑starting attitude and resourcefulness to identify, analyse and solve problems that may arise.
• Professionalism to respect all BCG information as personal and confidential.
• Ability to work independently as well as in a team environment displaying consideration and respect for others.
• Appetite for continuous learning to further IT knowledge and career development.
• Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in stressful situations.
• Ability to follow established procedures/standards.
• Excellent oral and written English, clear communication and ability to communicate with technical and non‑technical stakeholders.

• Broad experience in PC/laptop/Mac hardware, software, telecommunications, mobile devices, networking, and server administration.
• Ability to diagnose problems and provide solutions and/or escalation to the appropriate expertise area.
• Experience in effectively communicating and presenting technical concepts to management, peer group and staff.
• Windows 10, Windows server, macOS, Microsoft Office 365 and SharePoint Online support experience.
• Web Ex/Zoom/MS Teams meeting setup and basic…