DohaJob ResponsibilitiesProficiency 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 requestsDetermine the best solution based on the issue and details provided by End-usersWalk the End-user through the issue resolving process.
logs all incidents and requests in ITSM ToolUses 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 teamPerform 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 configurationWillingness 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