Description : IT Helpdesk Support. Company : Kanad Hospital. Location : Al-Ayn
Position at Kanad Hospital
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 Oasis Hospital infrastructure.
Requirements:
Education: Bachelor’s in Computer Science or related field.
Experience: At least 3 (preferably 4) years of work experience, preferably within an IT operations and/or support environment
Essential Job functions and Key Accountability:
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
- First line support for minor requests
- Minor changes, e.g. password resets, user permissions
- User account setup and maintenance
- Taking calls / messages
- Writing/presenting training materials
- Documenting IT procedures and policies
- 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)
- Maintenance and setup of workstations
- Installing Operating Systems and software
- Mentor less experienced IT staff
- General computer support
- Clinical Operations Familiarity: Through the design and implementation of clinical work-flows, demonstrates familiarity with health care delivery processes and policies that impact patient safety and internal efficiency.
- Hospital Informatics: Well versed with the information domain and system support requirements for health-care delivery, including the integration requirements between an Electronic Medical Record (EMR) / Hospital Information System (HIS) to Lab Information Systems (LIS), Radiology Information Systems (RIS) / Picture Archiving and Communication System (PACS), Enterprise Resource Planning (ERP) and sub-specialty systems.
- Basic Computing Knowledge: Mastery of office and productivity applications, knowledgable about endpoint computing hardware and peripherals, windows and linux operating systems, configuration of n-tern software applications, internet and browser, network and data transport. Understanding of information security principles, practices and responses to incidents.
- IT Project Lifecycle Standards: Adheres to and enforces established standards for managing IT projects from requirements through post-implementation reviews; Actively engages to monitor and establish obsolesce to implement defined standards and best practices.