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customer service specialist

is service support analyst

<div><p><b>YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.</b></p><p></p><p><br>
Would you like to become part of the world's most international company in the world?</p><p>
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.</p><p><br>
<br>
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express<br>
</p><p>Do you want to make a difference? Then come to our &quot;Insanely Customer Centric&quot; Team and become a Certified International Specialist!</p><p></p><p><b><br>
Overall Role Purpose</b></p><p>
Responsible for providing first-line IT service and infrastructure support, ensuring system stability and smooth business operations. The role focuses on Windows 11 administration, courier scanner configuration, network monitoring, GNS ticketing management, and assisting with Contact Center as a Service (CcaaS) system configuration and support.</p><div>
</div><p></p><p><b>Your Tasks</b></p><ul>
<li>Provide technical support to users on Windows 11 workstations, ensuring optimal system performance and compliance with global IT standards.</li>
<li>Troubleshoot and maintain courier scanners used for operational and delivery processes.</li>
<li>Monitor local network performance, escalate connectivity issues, and coordinate with regional IT for resolution.</li>
<li>Manage and track incidents and service requests through the GNS ticketing system, ensuring SLA adherence.</li>
<li>Support CcaaS setup and configuration, including user access, system readiness, and basic troubleshooting.</li>
<li>Assist in deploying updates, patches, and new system features in coordination with the regional IT team.</li>
<li>Document common issues, share troubleshooting guides, and contribute to IT knowledge base updates.</li>
<li>Participate in after-hours support and Hypercare activities when required.</li>
<li>Ensure compliance with company IT policies, data protection, and security standards.</li>
<li>Support local IT initiatives, infrastructure improvements, and technology rollouts.</li>
</ul><p></p><p><b>Your Profile</b></p><ul>
<li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field.</li>
<li>2&ndash;4 years of experience in IT support or service desk role.</li>
<li>Solid knowledge of Windows 10/11 configuration, administration, and troubleshooting.</li>
<li>Basic understanding of networking fundamentals (LAN/WAN, IP, DNS, Wi-Fi).</li>
<li>Familiarity with handheld courier scanners and related applications is an advantage.</li>
<li>Experience using GNS or similar IT ticketing systems.</li>
<li>Exposure to CcaaS or contact center systems is an added advantage.</li>
<li>Strong analytical, communication, and customer service skills.</li>
<li>Ability to work under pressure, prioritize tasks, and deliver results within SLA timelines.</li>
<li>Fluent in English; Arabic is an added advantage.</li>
</ul><p></p><p><b>Our Offer:</b></p><ul><li> Strong career support in an international environment.</li><li> Great culture and colleagues.</li><li> Multifarious benefit program.</li></ul><p></p><p>
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!</p><p></p><p><b><br>
We look forward to receiving your application!</b></p></div><p></p>

IS Service Support Analyst

Tamara

<div>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.
 <br/>
 <br/>
 Tamara is Saudi Arabia&rsquo;s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. This role is based in Riyadh, Saudi Arabia and will follow a hybrid work schedule based out of our offices in Riyadh.
 <br/>
 <br/>
 <strong>
  Your Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitor real-time performance and queue health across all channels (voice, chat, and email).
  </li>
  <li>
   Identify and escalate service level risks and any deviations from forecast in a timely manner.
  </li>
  <li>
   Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
  </li>
  <li>
   Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.
  </li>
  <li>
   Generate and share hourly, intraday, and daily performance reports with key stakeholders.
  </li>
  <li>
   Track and report on schedule adherence, attendance, shrinkage, and related KPIs.
  </li>
  <li>
   Support incident and outage management, ensuring appropriate routing and resource allocation
  </li>
  <li>
   Utilize WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.
  </li>
  <li>
   Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
  </li>
  <li>
   Provide recommendations for continuous process improvement in real-time management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Your Expertise
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.
  </li>
  <li>
   Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
  </li>
  <li>
   Excellent analytical, communication, and multitasking skills.
  </li>
  <li>
   Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.
  </li>
  <li>
   Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience managing real-time operations in an omnichannel support environment.
  </li>
  <li>
   Familiarity with international teams and multiple time zones.
  </li>
  <li>
   Ability to drive performance improvements and deliver results in a high-pressure setting.
  </li>
  <li>
   Strong stakeholder management and collaboration skills.
  </li>
 </ul>
</div>


Real-Time Analyst (RTA)

Luxoft

<div><div><h5 class="jobSectionHeader"><b>Project description
</b></h5><p>We are looking for an experienced Calypso Analyst to strengthen our team in Riyadh running maintenance project for a large customer in KSA. You will be responsible for first-line technical and functional support of the Calypso application and associated technical services. The role involves user support across the front and back offices, technical maintenance of the application and involvement in the delivery of key change initiatives for the bank.
</p></div><div><h5 class="jobSectionHeader"><b>Responsibilities</b></h5>
<div><div><p>Investigate issues as and when they occur, participate in root cause analysis, and suggest and implement resolutions in a timely manner to prevent future occurrences of similar issues through incident and problem management best practices.
</p></div><div><p>Complete necessary documentation to track and close support tickets and ensure timely updates to business users and management.
</p></div><div><p>Work closely with project teams, provide analysis, support and assist with software releases and rollouts in the production environment according to Change Management best practices.
</p></div><div><p>Drive continuous improvement opportunities i.e. event monitoring and alerting, automate manual activities whenever possible
</p></div><div><p>Participate in an on-call support roster to ensure our most critical applications are Always On for our colleagues and customers and work overtime as required to fix service impacting incidents, maintain our technology services, participate in Disaster Recovery activities and assist with change delivery.
</p></div><div><p>Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).
</p></div><div><p>Demonstrate professional and ethical behavior in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.
</p></div></div></div><div><h5 class="jobSectionHeader"><b>Skills</b></h5>
<p>Must have
</p><div><div><p>Strong understanding of Calypso as a back-office system. Experience with settlements and accounting functionality within Calypso. Report generation.
</p></div><div><p>5-10 years of working experience in Calypso Functional Support Analyst role.
</p></div><div><p>calypso technical knowledge and functional knowledge is a must.
</p></div><div><p>Configuring and customizing the Calypso system to meet business requirements.
</p></div><div><p>Troubleshooting issues within the Calypso system, potentially providing solutions or escalating to the technical team.
</p></div><div><p>Providing support for Calypso-related issues, potentially through a ticketing system.
</p></div><div><p>Coordinating with other teams, such as front office and middle office.
</p></div><div><p>Production implementation and post-production support.
</p></div><div><p>Strong problem-solving skills and experienced in providing support in a fast-paced environment.
</p></div></div><p>Nice to have
</p><div><div><p>understating of multiple OS environments (Linux, Windows)
</p></div></div></div><div><h5 class="jobSectionHeader"><b>Other</b></h5>
<div><div><div><p>Languages</p>
<p>English: C1 Advanced
</p></div></div><div><div><p>Seniority</p>
<p>Senior</p></div></div></div></div></div>
<br><div><div><div><p>Riyadh, Saudi Arabia
</p></div><p>Req. VR-115829
</p></div><div></div><div><div><p>Calypso
</p></div><div><p>BCM Industry</p>
</div><div><p>13/11/2025
</p></div><div><p>Req. VR-115829</p></div></div></div><p></p>

Calypso Back Office Support Consultant

Qiam real estate

<p><b>Data Analyst &ndash; Full-time | Riyadh, Saudi Arabia</b></p><p>The <b>Data Analyst</b> will be responsible for collecting, processing, and analyzing large data sets to provide actionable insights that drive business decisions. This role involves collaborating with cross-functional teams to understand data needs, create analytical reports, and support organizational strategy through data-driven insights.</p><p><b>Key Responsibilities:</b></p><ul><li>Collect, clean, and validate data from multiple sources to ensure accuracy and consistency.</li><li>Analyze large volumes of structured and unstructured data to identify trends, patterns, and insights.</li><li>Design and maintain dashboards and reports using visualization tools (e.g., Power BI, Tableau).</li><li>Work closely with business stakeholders to translate data findings into strategic recommendations.</li><li>Support business decisions through statistical analysis, forecasting, and modeling.</li><li>Build and maintain data pipelines and contribute to data governance and quality improvement initiatives.</li><li>Collaborate with Data Engineers and Data Scientists to ensure proper data architecture and integration.</li><li>Document analytical methodologies, data sources, and business rules for future reference.</li><li>Develop automated reports and performance tracking metrics to enhance operational efficiency.</li><li>Ensure compliance with company data policies and data privacy regulations.</li></ul><p><b>Skills &amp; Competencies:</b></p><ul><li>Strong proficiency in <b>SQL</b> and experience with relational databases (SQL Server, Oracle, PostgreSQL).</li><li>Hands-on experience with <b>data visualization tools</b> such as <b>Power BI</b>, <b>Tableau</b>, or <b>Looker</b>.</li><li>Proficiency in <b>Python</b> or <b>R</b> for data analysis and automation.</li><li>Strong understanding of <b>data modeling</b>, <b>ETL processes</b>, and <b>data warehousing</b> concepts.</li><li>Analytical thinking with excellent problem-solving and communication skills.</li><li>Familiarity with <b>cloud data platforms</b> (Azure, AWS, or Google Cloud) is a plus.</li><li>Solid knowledge of <b>statistics</b> and experience applying statistical techniques in business contexts.</li></ul><p><b>Qualifications:</b></p><ul><li>Bachelor&rsquo;s degree in <b>Computer Science, Information Systems, Statistics, Mathematics</b>, or a related field.</li><li>Minimum of <b>5 years of professional experience</b> as a Data Analyst or in a similar role.</li><li>Proven experience handling complex datasets and delivering analytical insights that support decision-making.</li></ul><p><b>Preferred:</b></p><ul><li>Experience in data governance and data quality management.</li><li>Exposure to machine learning or predictive analytics concepts.</li><li>Certification in <b>Power BI</b>, <b>Tableau</b>, or <b>Azure Data Analyst</b> is an advantage.</li></ul><p>&#1606;&#1608;&#1593; &#1575;&#1604;&#1608;&#1592;&#1610;&#1601;&#1577;: &#1583;&#1608;&#1575;&#1605; &#1603;&#1575;&#1605;&#1604;</p><p>&#1575;&#1604;&#1585;&#1575;&#1578;&#1576; &#1575;&#1604;&#1605;&#1583;&#1601;&#1608;&#1593;: &#65020;&#1633;&#1637;&#1644;&#1632;&#1632;&#1632;&#1643;&#1632;&#1632;&nbsp;&#1604;&#1603;&#1604; &#1588;&#1607;&#1585;</p><p>&#1587;&#1572;&#1575;&#1604; (&#1571;&#1587;&#1574;&#1604;&#1577;) &#1591;&#1604;&#1576; &#1575;&#1604;&#1578;&#1602;&#1583;&#1605;:</p><ul><li>?What is your current salary</li><li>?What is your expected salary</li></ul>

محلل بيانات | Data Analyst

RW AGENCY

<div>
 <p>
  <strong>
   Company Description
  </strong>
 </p>
 <p>
  RW AGENCY, based in Saudi Arabia, is dedicated to driving business growth with innovative solutions and rapid business development strategies. Known for its commitment to excellence, RW AGENCY focuses on creating success rather than just solutions. With a mission to deliver creative and impactful results, the agency is a trusted partner for businesses seeking to achieve their goals efficiently and effectively.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Description
  </strong>
 </p>
 <p>
  This is a part-time, on-site role for a Business Analyst based in Riyadh. The Business Analyst will be responsible for gathering and analyzing business requirements, evaluating business processes, and identifying areas for improvement. The role also involves preparing reports, collaborating with team work to achieving success, and delivering insights to support decision-making and strategy development.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Proven expertise in Business Analysis, including gathering and documenting business requirements and process improvement strategies.
  </li>
  <li>
   Strong Analytical Skills and a methodical approach to problem-solving and data interpretation.
  </li>
  <li>
   Knowledge of business processes and operations.
  </li>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Economics, Marketing, or a related field is preferred.
  </li>
  <li>
   Proficiency in tools and software associated with business analysis is a plus.
  </li>
  <li>
   Ability to work effectively in a collaborative, on-site environment.
  </li>
 </ul>
</div>


Business Analyst

Infinite pl

<div><div><b>Infinite pl</b>, is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, &amp; other investment capabilities which we utilize to orchestrate &amp; build innovative platforms that tackle complex problems within logistics &amp; adjacent sectors.</div><div>
</div><div>
Infinite pl&rsquo;s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions. &quot;We're not just players; we're game-changers.&quot;</div><div></div><div><b><br>
Role Overview</b></div><div>
We are seeking a motivated and service-oriented <b>IT Support Analyst</b> to join our team. The ideal candidate will provide technical support across the company, ensuring the smooth operation of hardware, software, and network systems. This role plays a key part in delivering a reliable and seamless technology experience for all Infinite pl employees.</div>
<h3 class="jobSectionHeader"><b>Key Responsibilities:</b></h3><ul><li>
Provide first-level support to employees for hardware, software, and network-related issues.</li><li>
Install, configure, and maintain company laptops, desktops, and peripherals.</li><li>
Troubleshoot and resolve user issues in a timely and professional manner.</li><li>
Support the onboarding and offboarding process by setting up and disabling user accounts and devices in coordination with People &amp; Culture Team.</li><li>
Ensure systems and applications are properly updated and secured.</li><li>
Maintain accurate records of IT assets and equipment.</li><li>
Assist in implementing IT policies, security practices, and preventive maintenance procedures.</li><li>
Support internal events and operations with IT setup and connectivity needs.</li><li>
Collaborate with other teams to continuously improve the employee IT experience.</li></ul><h3 class="jobSectionHeader"><b>
Qualifications:</b></h3><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li><li>
0&ndash;2 years of experience in IT support or a similar role.</li><li>
Basic understanding of computer hardware, operating systems, and network fundamentals.</li><li>
Familiarity with Microsoft 365 and standard business applications.</li><li>
Strong problem-solving skills and attention to detail.</li><li>
Excellent communication and customer service skills.</li><li>
Ability to prioritize tasks and manage time effectively in a dynamic environment.</li><li>
Fluency in English is required.</li></ul><div>
Infinite pl &#65039; - where innovation meets logistics, and the journey is Infinitely boundless!</div><div>
Let's disrupt logistics together and explore infinite opportunities!</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

IT Support Analyst (Saudi Nationals)

Muller's Solutions

<div><p>M&uuml;ller's Solutions, a forward-thinking technology consulting firm, is seeking a knowledgeable Helix Process &amp; ITSM Analyst / Workflow Engineer to join our dynamic team. With a strong commitment to delivering exceptional IT service management solutions and optimizing business processes, M&uuml;ller's Solutions supports organizations in achieving operational excellence and improved service delivery across various sectors.</p><p>
In this role, you will focus on analyzing, designing, and implementing workflows and processes within the Helix ITSM platform. Your expertise will play a crucial role in enhancing the functionality and user experience of our IT service management tools, ensuring effective alignment with business objectives and best practices.</p><p><b>
Key Responsibilities:</b></p><ul>
<li>Analyze current processes and workflows within the Helix ITSM platform to identify areas for improvement and optimization.</li>
<li>Design and implement efficient workflows to streamline IT service management processes, enhancing overall productivity.</li>
<li>Collaborate with stakeholders to gather requirements and ensure solutions align with organizational needs.</li>
<li>Conduct training sessions and develop documentation to support users in leveraging workflow tools effectively.</li>
<li>Monitor and evaluate the performance of implemented workflows, making adjustments and improvements as necessary.</li>
<li>Stay up to date with the latest industry trends, technologies, and best practices related to ITSM.</li>
</ul><p><b>Requirements</b></p><ul>
<li>Bachelor's degree in Computer Science, Information Systems, or a related field.</li>
<li>3-5 years of experience in IT service management, specifically with Helix or similar ITSM platforms.</li>
<li>Strong understanding of workflow design, process mapping, and optimization techniques.</li>
<li>Proficient in analyzing business requirements and translating them into technical specifications.</li>
<li>Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.</li>
<li>Proven problem-solving skills and a proactive approach to identifying and resolving issues.</li>
<li>Ability to work collaboratively in a fast-paced, team-oriented environment.</li>
<li>Certifications in ITIL or other ITSM methodologies are a plus.</li>
</ul><p><b>Benefits</b></p><p>
Why Join Us:</p><p></p><p>
Opportunity to work with a talented and passionate team.</p><p>
Competitive salary and benefits package.</p><p>
Exciting projects and innovative work environment.</p></div>

BMC Helix Process & ITSM Analyst / Workflow Engineer-Remote

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