Service Desk Analyst -Saudi

Role:

Provide customer support for all Service 24/7.

Contact with all required external entities banks, billers, suppliers, services provider and Venders, along with internal departments involved.

The role involves analyzing, investigating, and resolving customer issues, ensuring high-level service and compliance with SLAs.

Responsibilities:

Customer Support & Communication:

• Opening and tracking customer service tickets.
• Follow-ups with customers to ensure inquiries are resolved within agreed time frames.
• Ensuring no external requests are missed.
• Handling all inquiries and requests with professionalism.

Process Management:

• Acting upon client requests following established processes.
• Managing the ownership of jobs across services and departments.
• Assisting with the onboarding of new banks, billers, and suppliers.

Problem Resolution & Analysis:

• Identifying, evaluating, and prioritizing customer problems.
• Analyzing reports for investigation purposes.
• Writing detailed analysis and solutions for different cases.
• Providing external customers with internal investigation updates.

Operational Efficiency:

• Ensuring smooth delivery of daily business tasks and operations.
• Highlighting and resolving operational issues.
• Maintaining data for client requests and managing records.

Client Relationship & Compliance:

• Offering routine advice to external customers.
• Ensuring understanding and adherence to Service Level Agreements (SLAs) and KPIs.

Requirements:

Educational Background:

• bachelor’s degree in computer science or IT or equivalents.
• IT diploma (1-3 years of experience).

Skills :

• Strong computer skills (MS Office).
• Good writing communication skills.
• Problem-solving and troubleshooting abilities.
• Ability to work in a team and under pressure.
• Fluent in English and Arabic (both written and spoken).
• Customer focus and follow-up skills.
• Basic technical issue diagnosis and analysis skills.
• The role requires a proactive and detail-oriented approach to customer service, with a focus on timely problem resolution and operational efficiency.
• Effective communication, both with clients and internal teams, is essential.
• The ability to manage multiple tasks and maintain service quality under pressure is crucial.