Service Desk Analyst

RLDatix Government & Commercial; Riyadh; Hybrid; SAR 150,000 - 200,000; Full time

Job summary

A healthcare technology company is seeking a Service Desk Analyst to join its Global Support team in Riyadh. The ideal candidate will have at least 1 year of technical support experience and a strong proficiency in English, with a preference for Arabic. Responsibilities include diagnosing customer issues and collaborating with clients across the GCC & MEA regions. The position offers a comprehensive benefits package, including health insurance and paid time off.

Benefits

Health insurance

401(k)

Paid time off

Paid holidays

Qualifications

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

Responsibilities

• Review and diagnose customer support cases.
• Manage client expectations throughout resolution.
• Troubleshoot RLDatix products and settings.

Skills

Technical support experience

Issue diagnosis and resolution

IT troubleshooting methodologies

Collaboration skills

Strong English proficiency

Healthcare IT interest

Job description

Service Desk Analyst | Client Support | Riyadh | In-Office/Hybrid

Location: Riyadh, Saudi Arabia
Employment Type: Full Time

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 hyper‑care 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.

Benefits

Our benefits package includes health, dental, vision, life, disability insurance, 401(k), paid time off, and paid holidays.

Equal Opportunity Employer

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].