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Website Al Zahra Hospital
Job Description:
Looking for a competent IT Service Desk Engineer to provide fast and useful technical assistance to end users Via telephone calls / remote / Physical support.
Job Responsibilities:
- Ensure that Priority 1 calls are immediately escalated to the Service Support Manager.
- Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
- Receive, classify, and record all issues from users in a professional, courteous manner over the phone and via email in ITSM Tool.
- SLA.Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
- Basic IT desktop troubleshooting knowledge.
- Ensure that respective IT team receive timely updates on incidents.
- Taking ownership of IT issue raised and managing them in a logical and methodical manner.
- Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed
- Identify and escalate repeat issues or service risks into service management teams.
- Ensure that Priority 2 to 4 calls are escalated properly and SLAs are not breached.
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
- Manage a number of scheduled tasks for customers, designed to ensure that the customer’s systems remain operational.
- Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the colleagues communicated.
- Managing IT issues through their entire lifecycle from the first point of contact through to resolution proactively keeping the customer informed of progress.
Job Details:
Company: Al Zahra Hospital
Vacancy Type: Full Time
Job Location: Abu Dhabi, UAE
Application Deadline: N/A
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