Service Desk

5 days ago

Riyadh, Saudi Arabia Global Shares Full time

**Who we are**:
We are a leading provider of equity compensation management solutions, offering stock plan administration software, expert support services and integrated financial reporting tools to corporate clients and their employees worldwide.Hundreds of companies, from startups to large enterprises, are choosing this Global Shares solutions and software over traditional solutions.

Global Shares a JPM Morgan Company has an expansive client base of over 600 corporate clients that range from early-stage start-ups to mature multinational public corporations. It operates with an experienced team of more than 600 employees headquartered in Cork, Ireland and 16 global locations.

Global Shares a JPM Morgan Company delivers unmatched simplicity, agility & value through our key values:
**What we value**:
**People**-We care about our people. We treat our people with respect. We embrace diversity and inclusion. We build open and honest relationships, collaborating across boundaries to meet our clients’ needs.

**Bravery**-We dare to do things differently. We provide best service and technology through innovation, creativity and high performance. We challenge the norm, we challenge ourselves and we challenge complexity with simplicity.

**Global**-We are one global network. We are champions of employee ownership. We work together, incorporating clients and partners as an extension of our team. We foster a global and diverse community, where our people are united through ambition, commitment and shared goals. We are in this journey together.

**Integrity**-We are committed to professional integrity We conduct our business to the highest standards with skill, diligence and responsibility. Professional trust, honesty and compliance are at the core of our culture

**Service**-We are client focused. We strive to provide our best service, to drive great client experience through teamwork and high performance.

**Why we need you**:
We are further expanding our Service Desk Team andare looking for self-driven, customer focused, Service Desk Analysts withArabic along with English language skills to join us to drive operational excellence. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests, ensuring that the highest quality of customer service experiences are delivered and that Global Shares processes are followed. Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, ensuring work is distributed and completed in a timely fashion.

**What you will do**:
To fit this role, you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.
- Providing 1stand 2ndlevel response to users
- Escalating unresolved issues to 2ndand 3rdline support teams
- Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
- Provide ad-hoc training and education to users
- Contribution to Knowledge Base articles
- Maintaining contact with customers throughout the ticket life cycle
- To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.

**What should you have**:

- University degree in Economics, Finance or equivalent work experience desired.
- English and Arabic language domain is mandatory.
- 3+ years of experience in Customer Service role, preferably in the Financial Services or Software industry.
- Strong problem solving skills.
- Client focus, interpersonal skills and ability to network.
- Proactivity and Continuous Improvement mindset.
- Maintains highest level of technical skill in field of expertise.
- This position requires a high degree of discretion and judgement.
- Experience with Contact Center solutions
- Passion for learning new things every day and a continuous improvement mindset

**What we offer**:

- Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journey
- Competitive salary
- Employee Assistance Programme
- Benefits
- Opportunity to travel and work in our global offices if desired

**What our interview process is like**:
Step 1After you apply, a recruiter may reach out to you for an introductory call

Step 2If your background is a match for the role, you may be required to complete a technical assessment (role depended) and/or phone interview with 1-2 people

Step 3If you continue through the process, you will interview 1-2 times virtually

We are committed to an inclusive and diverse Global Shares. Global Shares is an equal opportunity employer.

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