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service desk analyst

Veeam Software

<div>
 Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world&rsquo;s biggest brands. The future of data resilience is here - go fearlessly forward with us.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 The Service Desk Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.
 <br/>
 <br/>
 <em>
  This will be an onsite role, based in Riyadh, Saudi Arabia.
  <br/>
  <br/>
 </em>
 What You'll Do
 <br/>
 <br/>
 <ul>
  <li>
   Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
  </li>
  <li>
   Monitor Service Level Agreement (SLA) compliance within the team
  </li>
  <li>
   Ensure timely resolution or escalation of technical issue
  </li>
  <li>
   Provide IT support for hardware and software
  </li>
  <li>
   Perform user account administration across multiple systems
  </li>
  <li>
   Collaborate as a member of an international team
  </li>
  <li>
   Review and update the Service Desk knowledge base with accurate processes and procedures
  </li>
  <li>
   Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)
   <br/>
   <br/>
  </li>
 </ul>
 What You'll Bring
 <br/>
 <br/>
 <ul>
  <li>
   At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
  </li>
  <li>
   Proficiency in English and Arabic, both written and spoken
  </li>
  <li>
   Strong multitasking skills with the ability to handle real-time support issues
  </li>
  <li>
   A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
  </li>
  <li>
   Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
  </li>
  <li>
   Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
  </li>
  <li>
   In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
  </li>
  <li>
   Strong expertise in MS Office products
  </li>
  <li>
   Be able to learn a new product or technology via lab time, self-training, and technical support resources
   <br/>
   <br/>
  </li>
 </ul>
 Bonus Skills
 <br/>
 <br/>
 <ul>
  <li>
   Ability to work with users of any level of technical knowledge
  </li>
  <li>
   Knowledge of networking technologies (TCP/IP, DNS, DHCP)
  </li>
  <li>
   ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
  </li>
  <li>
   Experience with incident monitoring and management systems
  </li>
  <li>
   Scripting and automation skills using tools like PowerShell
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Please note:
 </strong>
 If an applicant is permanently located outside of Saudi Arabia, Veeam reserves the right to decline the application for this position.
 <br/>
 <br/>
 <strong>
  Veeam Software is an equal opportunity employer
 </strong>
 and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
 <br/>
 <br/>
 Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
 <br/>
 <br/>
 By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 <strong>
  By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
</div>


Service Desk Analyst

Wipro

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: Service Desk Analyst
</div></div></div></div><div><div><div><div>City: Riyadh
</div></div></div></div><div><div><div><div>State/Province: Riyadh Province
</div></div></div></div><div><div><div><div>Posting Start Date: 12/15/25
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><p><b>Job Summary
</b></p><p>We are looking for a dedicated and End User-focused Service Desk Analyst to join our IT Support team. The Service Desk Analyst will be responsible for providing first-line support to end users, troubleshooting and resolving technical issues, and ensuring that service requests are handled efficiently and effectively. This role requires a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service.<br>
</p><p></p><p><b>Key Responsibilities
</b></p><ul><li>First-line Technical Support: Provide prompt and courteous assistance to users for a wide range of IT issues, including hardware, software, and network problems.
</li><li>Incident Management: Log, track, and resolve support tickets in a timely manner, ensuring that incidents are escalated to higher-level support teams when necessary.
</li><li>Problem Resolution: Troubleshoot and diagnose issues with end-user devices (e.g., desktops, laptops, printers) and software applications. Resolve or escalate technical issues as appropriate.
</li><li>Service Requests: Handle routine service requests such as password resets, account unlocks, software installations, and permissions changes.
</li><li>Knowledge Base Management: Contribute to the development and maintenance of internal knowledge base articles to empower end users and improve operational efficiency.
</li><li>Customer Service: Provide excellent customer service to users by maintaining professionalism, patience, and clear communication.
</li><li>Documentation: Maintain accurate records of support requests, actions taken, and resolutions. Ensure proper documentation is provided for future reference.
</li><li>Training &amp; Support: Assist with training new employees and provide ongoing education to users about best practices and new technologies.
</li><li>Collaboration: Work closely with other IT teams (e.g., network, infrastructure, and security teams) to resolve complex issues and support ongoing IT initiatives.
</li>IVR call Handling: Should be able to handle the IVR calls and provide on call resolution to end users as FCR<br>
<li>
</li></ul></div></div><p></p><div><div><h2 class="jobSectionHeader"><b>͏
</b></h2></div><div><p><b>Qualifications:
</b></p><ul><li>Education: Associate&rsquo;s degree in information technology, Computer Science, or related field. Alternatively, relevant certifications (ITIL Foundation) are desirable.
</li><li>Experience: 4-5 years of experience in an IT support or service desk role
</li><li>Should have written and oral experience and Arabic &amp; English Language
</li></ul><p><b>Technical Skills:
</b></p><ul><li>Strong knowledge of Windows and macOS operating systems.
</li><li>Familiarity with Microsoft Office 365, Active Directory, and other commonly used software tools.
</li><li>Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP).
</li><li>Experience with ticketing systems (e.g., ServiceNow, JIRA, Remedy).
</li><li>Knowledge of remote desktop support tools
</li></ul><p><b>Other Skills:
</b></p><p>Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
</p><p>Problem Solving: Strong troubleshooting and analytical skills, with a methodical approach to diagnosing and resolving issues.
</p><p>Customer Focus: A commitment to delivering excellent customer service with a positive, professional attitude.
</p><p>Time Management: Ability to manage multiple tasks and prioritize issues based on urgency and business impact.
</p><p><b>Working Conditions:
</b></p><p>Work Hours: Should be able to work on rotational shifts including night shifts &amp; weekends.</p></div></div></div></div></div></div></div></div><p></p>

DXC Technology

<ul><div><b>Job ID:</b> 51569091</div>
<div><b>Location:</b> Riyadh, Saudi Arabia</div>
<div><b>Category:</b> IT Infrastructure Management &amp; Support</div>
<div><b>Employment Type:</b> Full time</div></ul>
<br><div><p><b>Job Description:</b></p>
<p><b>Service Desk &ndash; Level 1 Agent Support</b></p>
<p>Role</p>
<p>Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, Modern Device Management, Intelligent Collaboration, IT (HW&amp;SW) Asset Management Services, Field Services and Technical Service Desk.</p>
<p>provide first-tier support for IT service requests and incidents through the ServiceNow platform.</p>
<p>Responsibilities</p>
<ul><li>Handle incoming requests and incidents via phone, email, and chat.</li>
<li>Log and categorize issues in ServiceNow accurately.</li>
<li>Perform basic troubleshooting and escalate unresolved cases.</li>
<li>Provide users with timely updates and resolution guidance.</li>
<li>Maintain documentation and adhere to defined SLAs.</li>
</ul><ul><li>Offer foundational technical support in infrastructure services, providing assistance in routine tasks.</li>
<li>Participate in basic monitoring and routine
<p>ServiceNow &ndash; Level 1 Agent Support &ndash; Analyst II</p>
<p>Role</p>
<p>Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, Modern Device Management, Intelligent Collaboration, IT (HW&amp;SW) Asset Management Services, Field Services and Technical Service Desk.</p>
<p>provide first-tier support for IT service requests and incidents through the ServiceNow platform.</p>
<p>Responsibilities</p>
</li><li>Handle incoming requests and incidents via phone, email, and chat.</li>
<li>Log and categorize issues in ServiceNow accurately.</li>
<li>Perform basic troubleshooting and escalate unresolved cases.</li>
<li>Provide users with timely updates and resolution guidance.</li>
<li>Maintain documentation and adhere to defined SLAs.</li>
<li>Offer foundational technical support in infrastructure services, providing assistance in routine tasks.</li>
<li>Participate in basic monitoring and routine troubleshooting of infrastructure systems.</li>
<li>Collaborate with team members to address infrastructure challenges and daily operational tasks.</li>
<li>Develop and improve technical skills through on-the-job experience.</li>
<li>Show eagerness to learn and gain expertise in infrastructure services.</li>
<li>Follow established best practices and standards in infrastructure service delivery.</li>
<li><p>Basic Qualifications:</p>
</li><li>Bachelor's degree in a relevant field or equivalent combination of education and experience</li>
<li>Typically, 1+ years of relevant work experience</li>
<li>Proven experience in infrastructure technology analysis</li>
<li>Basic understanding of IT service desk processes.</li>
<li>Familiarity with ServiceNow or similar ticketing tools is a plus.</li>
<li>Customer-focused, with a helpful and professional attitude.</li>
<li><p>Other Qualifications:</p>
</li><li>An advanced degree in a relevant field is a plus</li>
<li>Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Google Cloud Associate, are a plus&quot;</li>
<li>troubleshooting of infrastructure systems.</li>
<li>Collaborate with team members to address infrastructure challenges and daily operational tasks.</li>
<li>Develop and improve technical skills through on-the-job experience.</li>
<li>Show eagerness to learn and gain expertise in infrastructure services.</li>
<li>Follow established best practices and standards in infrastructure service delivery.</li>
</ul><p>Basic Qualifications:</p>
<ul><li>Bachelor's degree in a relevant field or equivalent combination of education and experience</li>
<li>Typically, 1+ years of relevant work experience</li>
<li>Proven experience in infrastructure technology analysis</li>
<li>Basic understanding of IT service desk processes.</li>
<li>Familiarity with ServiceNow or similar ticketing tools is a plus.</li>
<li>Customer-focused, with a helpful and professional attitude.</li>
</ul><p>Other Qualifications:</p>
<ul><li>An advanced degree in a relevant field is a plus</li>
<li>Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Google Cloud Associate, are a plus&quot;</li>
</ul><p>At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We&rsquo;re committed to fostering an inclusive environment where everyone can thrive.</p>
<div><b>Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.</b><div></div><b><i>
.</i></b></div></div>

Service Desk - Level 1 Agent Support

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: Desktop Support Analyst
</div></div></div></div><div><div><div><div>City: Riyadh
</div></div></div></div><div><div><div><div>State/Province: Riyadh Province
</div></div></div></div><div><div><div><div>Posting Start Date: 12/15/25
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><p><b>Job summary:
</b></p><p>We are looking for a dedicated and End User-focused End User support Engineer to join our IT Support team. The End User support Engineer will be responsible for providing first-line support to end users, troubleshooting and resolving technical issues, and ensuring that service requests are handled efficiently and effectively. This role requires a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service.
</p><p><b>Responsibilities:
</b></p><ul><li>Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
</li><li>Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and applications.
</li><li>Should have experience creating the images and handing over the desktop / laptops to end users with full configurations.
</li><li>Support network connectivity issues (Wi-Fi, VPN, LAN) and basic account administration .
</li><li>Deliver personalized IT support for VIPs, including board members and senior executives.
</li><li>Flexible to be working within multiple teams like Service desk / Remote Support / End User support
</li><li>Monitor and ensure endpoint compliance with corporate security standards.
</li><li>Take part in projects including hardware refresh, OS upgrades of end user devices
</li><li>Perform the preventative maintenance of end user devices to ensure device optimization
</li><li>Support <b>remote work solutions </b>like BMC, Citrix remote desktop, MDM, Secure Hub, VMware Etc. including VPN, VDI
</li>Provide the technical resolution for the issues related to collaboration tools like Teams , Webex Etc.<br>
<li>
</li></ul></div></div><p></p><div><div><h2 class="jobSectionHeader"><b>Short Description
</b></h2></div><div><p><b>Qualifications:
</b></p><ul><li>Education: Associate&rsquo;s degree in information technology, Computer Science, or related field. Alternatively, relevant certifications (ITIL Foundation) are desirable.
</li><li>Experience: 4-5 years of experience in an as End User support Engineer or service desk role
</li><li>Should have written and oral experience and Arabic &amp; English Language
</li></ul><p><b>Technical Skills:
</b></p><ul><li>Strong knowledge of Windows and macOS operating systems.
</li><li>Familiarity with Microsoft Office 365, Active Directory, and other commonly used software tools.
</li><li>Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP).
</li><li>Should have knowledge and understanding about Nexthink Monitoring tool
</li><li>Experience with ticketing systems (e.g., ServiceNow, JIRA, Remedy).
</li><li>Knowledge of remote desktop support tools
</li></ul><p><b>Other Skills:
</b></p><p>Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
</p><p>Problem Solving: Strong troubleshooting and analytical skills, with a methodical approach to diagnosing and resolving issues.
</p><p>Customer Focus: A commitment to delivering excellent customer service with a positive, professional attitude.
</p><p>Time Management: Ability to manage multiple tasks and prioritize issues based on urgency and business impact.
</p><p><b>Working Conditions:
</b></p><p>Work Hours: Should be able to work on rotational shifts including night shifts &amp; weekends.</p></div></div></div></div></div></div></div></div><p></p>

Desktop Support Analyst

Avensys Consulting

<div>
 <p>
  Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are currently looking to hire a Quality Analyst. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Role: Quality Analyst
 </p>
 <p>
  Location: Riyadh, Saudi Arabia
 </p>
 <p>
  Type: Contract (3 months Contract -extendable)
 </p>
 <p>
  Experience: 1-5 years
 </p>
 <p>
  Note: Looking for Immediate Joiners
 </p>
 <p>
  <br/>
 </p>
 <p>
  Responsibilities
 </p>
 <p>
  Ensure incident and request handling meets quality standards: audit tickets for accuracy and SLA adherence, identify trends and process gaps, provide feedback and training to improve resolution quality and reporting.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are seeking a detail-oriented and process-driven Quality Analyst to ensure high standards of service delivery across Incident and Request Management operations. The Quality Analyst will be responsible for conducting regular audits, ensuring SLA compliance, identifying performance gaps, and driving continuous improvement initiatives within the Service Desk/ITSM environment.
 </p>
 <p>
  ________________________________________
 </p>
 <p>
  Key Responsibilities:
 </p>
 <p>
  1. Quality Auditing &amp; Compliance
 </p>
 <p>
  &bull; Conduct periodic audits of incident and service request tickets to ensure accuracy, completeness, and adherence to ITIL/organizational quality standards.
 </p>
 <p>
  &bull; Verify that tickets include proper categorization, prioritization, documentation, and resolution steps.
 </p>
 <p>
  &bull; Ensure compliance with SLAs, response timelines, and escalation protocols.
 </p>
 <p>
  &bull; Identify discrepancies, errors, or incomplete ticket handling and ensure corrective measures are implemented.
 </p>
 <p>
  2. Process Monitoring &amp; Improvement
 </p>
 <p>
  &bull; Analyze recurring issues, ticket trends, and operational patterns to identify process gaps or service delivery inefficiencies.
 </p>
 <p>
  &bull; Recommend improvements to enhance the quality, speed, and consistency of incident and request resolution.
 </p>
 <p>
  &bull; Support the development and refinement of standard operating procedures (SOPs) and knowledge articles.
 </p>
 <p>
  3. Feedback, Coaching &amp; Training
 </p>
 <p>
  &bull; Provide structured feedback to Service Desk agents, L1/L2 teams, and other operational staff based on audit findings.
 </p>
 <p>
  &bull; Conduct refresher training sessions to address common errors, ensure process adherence, and improve overall service quality.
 </p>
 <p>
  &bull; Collaborate with team leads to support capability development and performance enhancement.
 </p>
 <p>
  4. Reporting &amp; Documentation
 </p>
 <p>
  &bull; Prepare monthly/weekly quality reports highlighting audit results, SLA performance, accuracy levels, and improvement areas.
 </p>
 <p>
  &bull; Track and maintain quality metrics, KPIs, and compliance dashboards to support operational decision-making.
 </p>
 <p>
  &bull; Document quality findings, improvement plans, and follow-up actions.
 </p>
 <p>
  5. Stakeholder Collaboration
 </p>
 <p>
  &bull; Work closely with Incident Managers, Service Desk Leads, and Process Owners to ensure quality expectations are met.
 </p>
 <p>
  &bull; Participate in review calls, quality meetings, and RCA discussions to drive continuous improvement.
 </p>
 <p>
  &bull; Support internal audits and assist with compliance requirements as needed.
 </p>
 <p>
  ________________________________________
 </p>
 <p>
  Required Skills &amp; Qualifications:
 </p>
 <p>
  &bull; 2&ndash;5 years of experience as a Quality Analyst in IT Support, ITSM, Service Desk, or a similar environment.
 </p>
 <p>
  &bull; Strong knowledge of ITIL processes, especially Incident, Request, and Problem Management.
 </p>
 <p>
  &bull; Experience in ticketing tools such as ServiceNow, Remedy, JIRA, or similar platforms.
 </p>
 <p>
  &bull; Excellent analytical, auditing, and documentation skills.
 </p>
 <p>
  &bull; Strong communication and interpersonal skills for effective coaching and feedback.
 </p>
 <p>
  &bull; Ability to identify patterns, trends, and process bottlenecks.
 </p>
 <p>
  ________________________________________
 </p>
 <p>
  Preferred Skills:
 </p>
 <p>
  &bull; ITIL Foundation certification.
 </p>
 <p>
  &bull; Experience working with quality frameworks or continuous improvement methodologies (Lean, Six Sigma).
 </p>
 <p>
  &bull; Prior experience in SLA monitoring and reporting.
 </p>
 <p>
  <br/>
 </p>
 <p>
  WHAT&rsquo;S ON OFFER:
 </p>
 <p>
  You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.
 </p>
 <p>
  <br/>
 </p>
 <p>
  To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to kumar@aven-sys.com Your interest will be treated with strict confidentiality.
 </p>
 <p>
  <br/>
 </p>
 <p>
  CONSULTANT DETAILS:
 </p>
 <p>
  Consultant Name: Kumar Ankush
 </p>
 <p>
  Avensys Consulting Pte Ltd
 </p>
 <p>
  Email: kumar@aven-sys.com
 </p>
 <p>
  Call: +65 6727 7653 | Ext: 653
 </p>
 <p>
  <br/>
 </p>
 <p>
  Privacy Statement:
 </p>
 <p>
  We take your personal data protection seriously and adhere to both EU and local data protections regulations.
 </p>
 <p>
  Upon submission of your CV, you grant Avensys Consulting permission to retain your personal information in our electronic database, unless you specify otherwise. This data will be used to evaluate your suitability for current and potential job openings within our organization. Should you wish to have your personal data removed at any point, a simple notification to us will suffice.
 </p>
 <p>
  Rest assured, we will not disclose your personal information to any third parties, and we remain steadfast in our commitment to providing equal opportunities to all applicants
 </p>
 <p>
 </p>
</div>


Quality Analyst

flynas

<div>
 <p>
  The Job Holder is responsible Diagnose and Resolve Service Desk Issues following all stages of Reporting, Investigation, Solution Development and Implementation to ensure achieving high level of Functionality and customer satisfaction.
 </p>
 <p>
  <strong>
   Operational:
  </strong>
 </p>
 <p>
  <strong>
   Service Desk
  </strong>
 </p>
 <p>
  - Provide 1st level 24/7 IT Support service to all flynas users assuring successful resolution of reported incidents and minimizing the business interruptions and outages as much as possible, and provide excellent customer service, ensuring a positive end-user experience.
 </p>
 <p>
  - Provides IT Support activities in a timely manner, based on criticality and importance and update HD system assigned Tasks.
 </p>
 <p>
  - To be responsible for hardware preparation, e.g. installing operating systems, hardware parts, configuring PCs, installing and configuring applications, etc.
 </p>
 <p>
  - To test, install, maintain, operate, and administer PCs, e.g. Desktops, Laptops, printers, peripheral devices.
 </p>
 <p>
  - Monitor and clean all unauthorized or not licensed software applications as per Flynas policies and standards.
 </p>
 <p>
  <strong>
   &bull; Problem Solving
  </strong>
 </p>
 <p>
  - Analyze the Service Incident Issues, diagnose the root-causes and propose &amp; implement the solutions to ensure that all immediate Issues are responded on timely manners to avoid business risks and delays.
 </p>
 <p>
  <strong>
   &bull; Continuous Improvement
  </strong>
 </p>
 <p>
  - Participate in projects to improve Help Desk processes and enhance end user support
 </p>
 <p>
  - Keeps up to date with emerging technologies, industry trends, and best practices in software development, applying new knowledge to enhance development processes and deliverables.
 </p>
 <p>
  - Maintains effective communication and collaboration within the team and across departments.
 </p>
</div>


IT End User Service Officer

Marriott International

<div><b>Additional Information</b><br>
<b>Job Number</b>25195175<br>
<b>Job Category</b>Rooms &amp; Guest Services Operations<br>
<b>Location</b>Courtyard by Marriott Riyadh Northern Ring Road, Olaya Street, Al Murooj District, Northern Ring Road, Riyadh, Saudi Arabia, Saudi Arabia, 11491<br>
<b>Schedule</b>Full Time<br>
<b>Located Remotely?</b>N<br>
<b>Position Type</b> Management<p></p><div><div><br>
<p><b>JOB SUMMARY</b></p><p><br>
</p><p>Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.</p><p><br>
</p><p><b>CANDIDATE PROFILE</b></p><p><br>
</p><p><b>Education and Experience</b></p>
<ul><li>High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.</li></ul>
<p>OR</p>
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.</li></ul><p><br>
</p><p><b>CORE WORK ACTIVITIES</b></p><p><br>
</p><p><b>Supporting Management of Front Desk Team</b></p>
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and building mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serves as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supports all day-to-day operations.</li></ul>
<ul><li>Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Coaches, counsels and encourages employees.</li></ul>
<ul><li>Handles employee questions and concerns.</li></ul>
<ul><li>Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.</li></ul>
<ul><li>Guides daily Front Desk shift operations.</li></ul>
<ul><li>Communicates performance expectations to employees in accordance with job descriptions for each position.</li></ul><p><br>
</p><p><b>Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals</b></p>
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.</li></ul>
<ul><li>Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.</li></ul>
<ul><li>Strives to improve service performance.</li></ul>
<ul><li>Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.</li></ul>
<ul><li>Supervises same day selling procedures to maximize room revenue and property occupancy.</li></ul>
<ul><li>Understands the impact of Front Desk operations on the overall property financial goals and objectives.</li></ul><p><br>
</p><p><b>Ensuring Exceptional Customer Service</b></p>
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Sets a positive example for guest relations.</li></ul>
<ul><li>Empowers employees to provide excellent customer service within guidelines.</li></ul>
<ul><li>Handles guest problems and complaints seeking assistance from supervisor as necessary.</li></ul>
<ul><li>Interacts with guests to obtain feedback on product quality and service levels.</li></ul><p><br>
</p><p><b>Managing Projects and Policies</b></p>
<ul><li>Implementing the customer recognition/service program, communicating and ensuring the process.</li></ul>
<ul><li>Assists in the review of comment cards and guest satisfaction results with employees.</li></ul>
<ul><li>Ensures employees have the proper supplies and uniforms.</li></ul>
<ul><li>Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.</li></ul><p><br>
</p><p><b>Supporting Handling of Human Resource Activities</b></p>
<ul><li>Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.</li></ul>
<ul><li>Provides feedback to individuals based on observation of service behaviors.</li></ul>
<ul><li>Participates in an ongoing employee recognition program.</li></ul>
<ul><li>Conducts training when appropriate.</li></ul>
<ul><li>Participates in the employee performance appraisal process.</li></ul><p><br>
</p><p><b>Additional Responsibilities</b></p>
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Performs all duties at the Front Desk as necessary.</li></ul>
<ul><li>Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.</li></ul>
<ul><li>Complies with loss prevention policies and procedures.</li></ul><p></p><p><br>
</p></div><div></div><p><i>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.</i></p><p></p><p>
At Courtyard, we&rsquo;re passionate about better serving the needs of travelers everywhere. It&rsquo;s what inspired us to create the first hotel designed specifically for business travelers, and it&rsquo;s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We&rsquo;re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve &ndash; all while having fun.<br>
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</p><div>In joining Courtyard, you join a portfolio of brands with Marriott International. <b>Be</b> where you can do your best work, <b>begin</b> your purpose, <b>belong</b> to an amazing global team, and <b>become</b> the best version of you.</div></div></div><p></p>

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