Service Desk Analyst

About the Role

Panda Retail Company – Savola Group is seeking a Service Desk Analyst to join their team in Riyadh. This full-time role is focused on ensuring the efficient resolution of user and computer problems within the HQ and Distribution Center environments. The analyst will serve as the first line of contact, utilizing a knowledge base to address first-tier requests and escalating complex issues to specialized teams, all while maintaining a high standard of customer service.

Key Responsibilities

• Receive and log user incidents and service requests to ensure accurate tracking and timely responses in line with IT service management standards.
• Resolve first-level technical issues related to software, hardware, and network systems to restore user productivity within defined Mean Time To Resolution (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.

Qualifications and Experience

Candidates for this position should possess 1-2 years of relevant experience. The role requires a foundational understanding of IT support principles and a commitment to customer service.

Work Environment

This is a full-time position based in Riyadh, focusing on providing essential IT support to the company's Headquarters and Distribution Center.