16 часов назад
Helpdesk Analyst - SA
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Helpdesk Analyst - SA (ITIL/Service Management): Providing first-line IT support in an onsite Riyadh office with an accent on incident management, customer communication, order processing, and service-level compliance. Focus on delivering first-time fixes, analyzing incident trends and root causes, preparing reports and datasets, and maintaining knowledge articles and operating procedures.
Location: On-site in Riyadh, Saudi Arabia; KSA Riyadh office timings
Company
Established industrial technology business providing authentication, identity security, revenue protection, and compliance solutions for businesses and governments.
What you will do
- Serve as the single point of contact for customer requests, incidents, orders, and complaints.
- Record, categorize, prioritize, diagnose, escalate, and resolve first-line incidents within agreed service levels.
- Monitor incident trends, support root-cause analysis, and contribute to proactive incident and problem management.
- Keep customers and stakeholders updated throughout the incident lifecycle until satisfactory resolution.
- Provide end-user support and training during and after onboarding.
- Create knowledge articles, operating procedures, work instructions, reports, datasets, and data analyses; process customer orders accurately.
Requirements
- Bachelor’s degree in IT, Computer Science, or a related field.
- At least 3 years of experience in a similar professional role.
- Native Arabic and fluent English.
- Experience with ITIL service-support processes, including incident, problem, and change management; ITIL Foundation knowledge is desirable.
- Strong customer-service, communication, listening, questioning, analytical, and organizational skills with close attention to detail.
- Ability to work onsite in the Riyadh office, follow strict policies and procedures, and use IT service-management tools.
Nice to have
- Experience with Remedy, ServiceNow, Hornbill, Heat, Peregrine, Power BI, Tableau, Active Directory, or network and IT monitoring tools.
- Knowledge of SAP, order-taking systems, Microsoft Office, or bespoke order-management processes.
- ITIL v4 Foundation certification.
Culture & Benefits
- Employment with an established product company and market leader.
- Modern office facilities in Riyadh.
- Health insurance.
- 24 days of annual leave plus national holidays.
- Sedentary office-based work with no travel requirements.
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