Service Desk Analyst

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

Job summary

A healthcare solutions provider is seeking a Service Desk Analyst in Riyadh, KSA to support clients using their GRC software. The role involves diagnosing customer issues, managing client expectations, troubleshooting product settings, and providing on-site support across the GCC & MEA. Ideal candidates will have at least 1 year of technical support experience, strong English skills, and a keen interest in healthcare IT. This position offers flexibility and a comprehensive benefits package.

Benefits

Health insurance

Dental insurance

Vision insurance

401K

Paid time off

Paid holidays

Qualifications

• Minimum 1 year of experience in a technical support role or related field.
• Proven success in diagnosing and resolving complex issues.
• Ability to travel frequently to client sites within GCC & MEA.

Responsibilities

• Review and diagnose support cases to recommend solutions.
• Communicate effectively with clients throughout the resolution process.
• Troubleshoot and configure RLDatix products for technical issues.

Skills

Technical support experience

Diagnosing and resolving complex user application issues

IT troubleshooting methodologies

Collaborative teamwork

English proficiency

Arabic fluency (preferred)

Job description

Overview

Service Desk Analyst | Client Support | Saudi Arabia, Riyadh | Hybrid

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.

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 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.