IT Service Desk Officer

Technology
UAE
December 14, 2024
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Job Description

Managerial/Administration

Supporting the overall working of the department:

  • Carrying out other related duties as and when directed by the Manager and deputizing for him/her in his/her absence
  • Improving departmental performance through the consistent application of departmental/sectional standards
  • Provide constructive feedbacks and suggestions to improve departmental/sectional and/or facility operations.

Implementation of policies and procedures for the department/section:

  • Implementing policies, standards and procedures related to the effective management of the department/section
  • Recognizing and identifying potential areas where existing policies and procedures require change or where new ones need to be developed

Supporting budget and financial management:

  • Suggesting recommendations for operational and capital expenditures for the department/section
  • Providing for supply ordering, invoice management, purchase order tracking etc.


Technical

End users support management:

  • Resolve end user problems received by IT Service Desk
  • Log problems and incidents ticket in the IT Service Desk System
  • Escalate ticket to IT staff per the established escalation plan
  • Close monitoring and tracking of tickets (till closure)
  • Timely communications and update of the ticket status with the users and the support team
  • Generate daily IT Service Desk report for monitoring and improvement
  • Liaising with managers and other users, including IT staff, on a regular basis to ensure smooth operation of the IT Service Desk
  • Participating in facility committees to determine the needs of the user community
  • Assisting the user community in investigating, evaluating and selecting information technology solutions

Compliance guidelines

  • Ensure compliance with the standards and protocols defined for IT systems operations
  • Supporting all IT and automation aspects of major projects from development of requirements, acceptance testing and on-going support after implementation using the standard practices and principles of information technology project management
  • Maintaining Confidentiality
  • Ensuring that the facility’s information systems operate according to internal standards, external agency standards and legal requirements
  • Promoting Customer Service Standards
  • Ensuring effective and efficient support process is followed within the facility to accomplish its approved mission, goals and objectives

Qualifications, Certifications and Experience


Required : Diploma in Computer Information Systems or equivalent

Desired: Recognized IT certifications such as ITIL

  • 3 years progressive IT support and service desk responsibility.

Experience in the Healthcare industry.

  • Good understanding of clinical information systems, enterprise resource planning, application development methodologies, end user peripherals and networking.
  • Proficiency in planning and providing end user training.

Additional Requirements / Remarks

  • English language proficiency .
  • Arabic language proficiency is desirable but not essential

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