Service Desk Analyst.Store Support Services - Central (1)

Panda; Riyadh; On-site; SAR 90,000 - 130,000; Full time

Job summary

Panda in Riyadh is seeking an IT Service Desk Analyst to serve as the first point of contact for end users, resolving common software, hardware and network issues using a knowledge base and standard MTTR targets.

You will log incidents, provide updates, escalate when needed, and contribute to knowledge base expansion to improve first-line support across the organization. Based in HQ/DC, you will collaborate with infrastructure teams to maintain service quality and drive continuous improvement.

Responsibilities

• Receive and log user incidents and service requests to ensure accurate tracking and timely response in line with IT service management standards.
• Resolve first-level technical issues related to software, hardware, and network systems to restore user productivity within the defined MTTR.
• Utilize the knowledge base and troubleshooting tools to provide effective and consistent first-line support to end users.
• Escalate unresolved or complex issues to second-line support teams to ensure timely resolution and minimal business disruption.
• Monitor open service tickets to ensure adherence to service level agreements (SLAs) and prompt follow-up with users.
• Communicate with end users regarding incident progress, resolutions, and preventive recommendations to enhance user satisfaction and trust in IT support services.
• Document recurring issues and solutions in the knowledge base to support continuous improvement and faster future resolutions.
• Coordinate with infrastructure and application teams to identify root causes and recommend corrective or preventive measures.
• Assist in the deployment and configuration of end-user devices and software to ensure proper functionality and standardization across the organization.
• Support IT service improvement initiatives to enhance operational efficiency and service quality within the Infrastructure & Operations unit.

Job description

Job Purpose: To ensure that users and computers problems in HQ and DC has been solved as a first line of contact through using a knowledge base tool to resolve first tier requests as per the predefined MTTR, or redirect it to the proper team on various software applications, hardware and network to provide the highest level of customer service.

Key Accountabilities

• Receive and log user incidents and service requests to ensure accurate tracking and timely response in line with IT service management standards.
• Resolve first-level technical issues related to software, hardware, and network systems to restore user productivity within the defined MTTR.
• Utilize the knowledge base and troubleshooting tools to provide effective and consistent first-line support to end users.
• Escalate unresolved or complex issues to second-line support teams to ensure timely resolution and minimal business disruption.
• Monitor open service tickets to ensure adherence to service level agreements (SLAs) and prompt follow-up with users.
• Communicate with end users regarding incident progress, resolutions, and preventive recommendations to enhance user satisfaction and trust in IT support services.
• Document recurring issues and solutions in the knowledge base to support continuous improvement and faster future resolutions.
• Coordinate with infrastructure and application teams to identify root causes and recommend corrective or preventive measures.
• Assist in the deployment and configuration of end-user devices and software to ensure proper functionality and standardization across the organization.
• Support IT service improvement initiatives to enhance operational efficiency and service quality within the Infrastructure & Operations unit.