IT Service Desk Officer

Job Description

Basic Purpose of the role

Responsible to ensure that the IT systems are responsive to user community needs and end users are well versed of the IT sytems usage to support business operations.

Key responsibilities of the role

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.

Other responsibilities

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.

Physical requirements

Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting and walking, mobility sufficient to visit with departments or employees throughout the facility and lift up to 13 kgs

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