Service Desk Analyst

Role Summary

The Service Desk Analyst is responsible for handling supplier-related inquiries, managing support tickets, facilitating supplier registration and qualification, coordinating performance tracking, and maintaining communication with stakeholders. This position acts as the first point of contact for suppliers and internal teams, ensuring prompt resolution of issues while adhering to Service Level Agreements (SLAs) and quality standards. The role demands bilingual proficiency in Arabic and English and a commitment to ongoing process enhancement and operational excellence.

Key Duties

• Receive, log, categorize, and allocate supplier support tickets appropriately.
• Direct requests to relevant teams and monitor progress until resolution.
• Ensure compliance with SLAs and escalate urgent cases when necessary.
• Maintain comprehensive and accurate records of all ticket activities.
• Process new supplier registrations and update their profiles accordingly.
• Verify submitted supplier documentation and coordinate updates within relevant systems.
• Assess financial qualification documents for completeness and accuracy, and liaise with suppliers for missing information.
• Manage pre-qualification requests, coordinate evaluations, and update qualification records.

Preferred Skills and Qualifications

• Proven experience in ticket management and supplier relationship or vendor management.
• Strong understanding of supplier registration, qualification, and performance monitoring.
• Excellent customer service orientation with strong stakeholder engagement capabilities.
• Familiarity with SAP ECC, SRM systems, Remedy ticketing tools, and Microsoft Office applications for reporting and workflow management.
• Bachelor’s degree in Business Administration, Supply Chain, Information Systems, Finance, or a related discipline.
• 2 to 5 years of relevant work experience in service desks, supplier management, procurement, or shared services operations.
• Working knowledge of procurement and supplier lifecycle processes is advantageous.

Language Requirements

Fluency in written and spoken Arabic and English is mandatory for effective communication.