Job Description

IT Helpdesk Analyst (Female UAE Nationals only)
Description
This position is responsible for establishing a helpdesk contact with users, record and track incidents and user requests, provide training to new and existing users and provide Level 1 and Level 2 service in technical diagnosis, workarounds and resolution of incidents within the Kanad Hospital infrastructure.
Essential Job functions and Key Accountabilities:
Incident Management:
Register requests/incidents in incident management database
Provide first line support where possible
Assign requests/incidents to technicians
Monitor progress and time that requests remain open
Escalation of incidents where necessary
Closure of incidents
Request fulfillment:
First line support for minor requests
Minor changes, e.g. password resets, user permissions
User account setup and maintenance
General Communications:
Taking calls / messages
Writing/presenting training materials
Documenting IT procedures and policies
User Training:
Training for new users including Windows logon/logoff procedure, email use, HIS use and use of other productivity software (e.g. MS Office, OpenOffice)
Training for existing users on new systems/software (e.g. new Oracle)
Ad Hoc Tasks:
Maintenance and setup of workstations
Installing Operating Systems and software
Mentor less experienced IT staff
General computer support
Qualification
Bachelor’s in Computer Science, Business Administration or related field.
Experience
At least 1 (preferably 2) years of work experience, preferably within an IT operations and/or support environment