Service Desk Analyst

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.

About the role

The Service Desk Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.

This will be an onsite role, based in Riyadh, Saudi Arabia

What You'll Do

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets

• Monitor Service Level Agreement (SLA) compliance within the team

• Ensure timely resolution or escalation of technical issue

• Provide IT support for hardware and software

• Perform user account administration across multiple systems

• Collaborate as a member of an international team

• Review and update the Service Desk knowledge base with accurate processes and procedures

• Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)

What You'll Bring

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment

• Proficiency in English and Arabic, both written and spoken

• Strong multitasking skills with the ability to handle real-time support issues

• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently

• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks

• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload

• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS

• Strong expertise in MS Office products

• Be able to learn a new product or technology via lab time, self-training, and technical support resources

Bonus Skills

• Ability to work with users of any level of technical knowledge

• Knowledge of networking technologies (TCP/IP, DNS, DHCP)

• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications

• Experience with incident monitoring and management systems

• Scripting and automation skills using tools like PowerShell

Please note: If an applicant is permanently located outside of Saudi Arabia, Veeam reserves the right to decline the application for this position.

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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

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