Helpdesk Analyst

JOB TITLE: Helpdesk Analyst

DEPARTMENT: Centre of Excellence

REPORTING TO: Help Desk Manager

LOCATION: Kingdom of Saudi Arabia. Based in Riyadh, strictly KSA nationals.

PURPOSE OF POSITION

Supporting the current and upcoming Automation projects in the region and achieve SLA targets.

KEY RESPONSIBILITIES
- Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
- Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
- Follow standard help desk process and procedures.
- Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
- Diagnose remotely and provide basic troubleshooting of the issue reported.
- Collect the needed data from the customer to troubleshoot the issue.
- Properly escalate on time unresolved queries to the next level of support.
- Track, route and redirect problems to correct teams and resources.
- Manage support through 3rd parties.
- Provide updates to the customers on the progress and results of the troubleshooting.
- Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
- Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, resolution and closure of all issues.
- Develop and grow knowledge of help desk procedures, products and services.
- Monitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
- Responsible for software updates and patch deployment for target customers.
- Follow and maintain the warranty process for hardware replacement.
- Maintain spares stock and follow the right replenishment process to ensure parts availability in stock and avoid impact on SLA.

POSITION RELATIONSHIPS

Internal

Help desk team, Technical Support, Customer Service, Project Management, Product Support and Factories

External

Automation customers and distributors in the region.

MEASURES OF PERFORMANCE

Leading Indicators
- Backlog - RFR - FTF

Lagging Indicators
- SLA - Customer Satisfaction

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/achievements

Bachelor’s degree in engineering, Computer Science or Equivalent

Experience/Knowledge
- Excellent written and verbal communication in Arabic + English
- 3+ years of experience in Software / Hardware Help Desk support environments
- CCNA knowledge
- SQL DB management knowledge
- Customer facing experience
- Can do attitude

Preferred:

- BI Knowledge
- Ticketing tools knowledge
- ITIL knowledge
- Kaizen knowledge

Specific Skills
- Remote Diagnosis and problem troubleshooting
- Incident Management
- Problem Management
- Software and Hardware knowledge
- Automation

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)