Job Responsibilities
- Proficiency in Arabic and English languages.
- Identify, investigate, and diagnose the issue and take necessary action to resolve or assigns the issue to the right assignment group.
- Uses the appropriate product categorization for logging incidents and requests
- Determine the best solution based on the issue and details provided by End-users
- Walk the End-user through the issue resolving process.
- Provide accurate information on HICT products or services.
- Addresses and resolves basic (Level 1) incidents and requests with quality documentation; logs all incidents and requests in ITSM Tool
- Uses ITSM Tool Templates when available to ensure the accurate and necessary information is obtained.
- Pass on any feedback or suggestions by End-users to the appropriate internal team
- Perform remote troubleshooting through diagnostic techniques and relevant questions.
- Serve as the point of contact for End-users seeking technical assistance over the phone or email or On-site.
- Contributes to and updates self-help and staff knowledge bases.
- Performs IMAC (Install, Move, Add and Change)
- Troubleshoots and resolves PC incidents and/or VIP requests.
- Perform troubleshooting through diagnostic techniques and relevant questions.
- Identify, investigate and diagnose the issue and take necessary action to resolve or assigns the issue to right assignment group.
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines (SLA).
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Willingness to work flexible hours when needed.
- Willingness to participate in Special events coverage as per requirement.
- Adheres to Code of Conduct and Mission and Value statements.
Required Technical Qualifications:
- A Bachelor’s degree in Healthcare or IT or equivalent.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role in healthcare support.
- Good understanding of computer systems, mobile devices and other tech products.
- Exceptional verbal, written, and presentation skills.
- ITIL 4® Foundation certified is an asset.
- Experience with ManageEngine Service Desk Plus, MS Office products, Cerner, MyCare, Synapse etc.
- Overall support experience – 4+ years