Application Support Helpdesk

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia 700-Apps Full time

Responsibilities

  • Assistance to users on completing business interactions, via service requests or the multichannel support framework.
  • Support and guidance on 'howto' questions for users on the usage of the client system
  • Provide assistance on contacts and processes to be followed for on boarding of participant banks onto the client platform. This assistance will be primarily to provide guidance.
  • Provide assistance for reporting requests to users.
  • Level 1 assistance to client and triage to the specialist groups for additional information if required for further resolution.
  • Sizing of the support services for business service desk is established based on the nature of services, the user base, the number of possible interactions and the coverage requirements.
  • Key considerations to arrive at a support sizing includes:

Hours of operations:
Coverage of 24 hours a day for 7 days each week

Support Languages:
English & Arabic

Countries:
Up to 22 Arab Countries and more

Platform features:
RTS/X, SafeWatch, ServiceNow, SWIFT Alliance Gateway

Qualifications

  • Experience with remote access tools, such as Remote Desktop, TeamViewer, or LogMeIn.
  • Knowledge of ticketing and help desk software, such as Jira Service Desk, Zendesk, or ServiceNow.
  • Excellent communication and problemsolving skills.
  • Ability to work independently and manage priorities in a fastpaced environment.
  • Bachelor's degree in computer science or related field preferred.
  • Must be Arabic Speaker.

Application Question(s):

  • We must fill this position urgently. Can you start immediately?
  • Are you comfortable working in a remote setting?
  • How many years of experience you have?
  • Do you speak Arabic?

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