Associate Support L1

RLDatix; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global healthcare solutions company based in Riyadh is seeking a Service Desk Analyst to join their Global Support team. The successful candidate will be the primary technical contact for healthcare clients, ensuring effective use of the GRC software to enhance patient safety and operational efficiency. Key responsibilities include diagnosing support cases, managing client expectations, and troubleshooting technical issues. A minimum of 1 year experience in technical support is required, along with strong communication skills in English and preferred fluency in Arabic. The role also involves travel across the GCC and MEA regions.

Benefits

Health, dental, and vision insurance

401K

Paid time off and holidays

Qualifications

• Minimum 1 year of experience in a technical support role or related experience.
• Proven success in diagnosing and resolving complex user application issues.
• Ability to travel frequently to client sites.

Responsibilities

• Review and diagnose customer support cases to identify root causes.
• Communicate and manage client expectations throughout the resolution process.
• Troubleshoot and configure products and system settings.

Skills

Technical support experience

Troubleshooting methodologies

Customer relationship management

Problem-solving skills

Proficiency in English

Arabic language fluency

Job description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a Riyadh, KSA-based Service Desk Analyst to join our Global Support team, so that we can ensure our clients successfully utilize our 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 to maintain exceptional customer satisfaction and support our global mission of safer care.

How You’ll Spend Your Time

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 in order to foster positive relationships and ensure clear progress updates.

Troubleshoot and configure RLDatix products and system settings to resolve technical issues and implement basic workarounds.

Travel and collaborate with clients at their sites across the GCC & MEA in order 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.

What Kind of Things We’re Most Interested in You Having

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 on how to apply 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 governance, risk, and compliance (GRC) systems.

A knack for working collaboratively within a globally dispersed support team.

Strong proficiency in English language, with Arabic language fluency preferred.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix 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.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [e-mail].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.