The company is on a mission to help raise the standard of care everywhere, trusted by over 10,000 healthcare organizations around the world. Our solutions aim to improve health and care, ensuring that patients receive the best and safest care while supporting the providers who deliver it.
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We are searching for a Riyadh-based Service Desk Analyst to join our Global Support team. This role will ensure our clients successfully utilize our Governance, Risk, and Compliance (GRC) software to drive patient safety and operational efficiency. The Service Desk Analyst will serve as the primary technical point of contact for our healthcare clients, maintaining exceptional customer satisfaction while supporting our global mission of safer care.
Key Responsibilities:
- Review and diagnose customer support cases on the service management portal to identify root causes and recommend timely solutions.
- Communicate and manage client expectations effectively throughout the resolution process, fostering positive relationships and providing clear progress updates.
- Troubleshoot and configure the company's products and system settings to resolve technical issues and implement basic workarounds.
- Travel and collaborate with clients at their sites across the GCC & MEA to provide crucial hypercare and go-live support.
- Document and update service interactions and internal knowledge bases to share best practices and continuously improve support procedures.
Requirements:
- Minimum of 1 year of experience in a technical support role or related experience.
- Proven success in diagnosing and resolving complex user application issues in a fast-paced environment.
- In-depth knowledge of IT troubleshooting methodologies within a service desk ticketing system.
- Ability to travel frequently to client sites within GCC & MEA.
- Sincere interest in healthcare IT, patient safety, and GRC systems.
- Strong proficiency in English language; Arabic language fluency preferred.
Benefits:
Our benefits package includes health, dental, vision, life, and disability insurance, 401K, paid time off, and paid holidays.
The company is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status, or any other status or condition protected by Federal and/or State laws.
For persons with disabilities needing reasonable accommodation in the job application and interview process, please contact [email protected].
