About the Job:
RLDatix is on a mission to help raise the standard of care everywhere. Trusted by over 10,000 healthcare organizations globally, our solutions enhance health and care, ensuring patients receive the best and safest care while supporting healthcare providers. We are looking for a Service Desk Analyst based in Riyadh to join our Global Support team, ensuring our clients effectively utilize our Governance, Risk, and Compliance (GRC) software to enhance patient safety and operational efficiency. This role serves as the primary technical contact for our healthcare clients, focusing on maintaining exceptional customer satisfaction and supporting our mission of safer care.
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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 to foster positive relationships and ensure progress updates.
- Troubleshoot and configure RLDatix products and system settings to resolve technical issues and implement basic workarounds.
- Travel and collaborate with clients 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 & Qualifications:
- Minimum 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.
- A sincere interest in healthcare IT, patient safety, and GRC systems.
- Strong proficiency in the English language, with Arabic language fluency preferred.
- Bachelor’s degree in computer science, Information Systems, or a related field preferred.
- Excellent analytical, problem-solving, communication, and interpersonal skills.
Work Conditions:
- This position offers a hybrid work model, combining in-office and remote work.
Benefits:
By prioritizing employee wellness and flexibility, we empower our team to excel. Our benefits package includes health, dental, vision, life, and disability insurance, a 401K plan, paid time off, and paid holidays.
Equal Opportunity Employer:
RLDatix is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, marital status, or any other status protected by law.
If reasonable accommodation is needed to participate in the application or interview process, please reach out to us.
