End User Support (IT Helpdesk)

About the role

The End User Support team delivers technical support and keeps IT services running smoothly for Abdali Hospital's staff. The role covers incident handling, troubleshooting and maintenance of email, directory, file and print, portal/intranet/internet, network and telephony services, with the aim of minimizing disruption to hospital operations.

Key responsibilities

• Manage end-user service interactions, from identifying incidents and requests to resolving them.
• Provide first-line technical support, diagnosing and fixing issues quickly to restore service.
• Record, classify and track IT issues, document workarounds and permanent solutions in the knowledge base, and carry out root-cause analysis.
• Enforce and contribute to IT policies, procedures, system parameters and quality controls during the rollout of new services.
• Monitor centralized IT systems and alarms, following escalation plans to handle requests and alerts promptly.
• Maintain the integrity and availability of the production environment for all business users.
• Act as liaison between functional and technical teams during solution implementations and operational support.
• Assist with implementing IS solutions such as access control, identity management, high availability and security measures.

Required profile

• Bachelor's degree in a computer field (minimum requirement).
• Certifications in the field are preferable.
• 1-3 years of professional experience directly related to these duties (minimum requirement).
• Customer-service oriented, able to resolve complaints and work under pressure.
• Effective oral and written communication in English and Arabic.

Required skills

• Active Directory user management and domain services (DNS, DHCP, GPO).
• Windows 10 and 11, Office tools, Google Workspace and client management tools.
• Familiarity with problem-solving techniques and automated ticketing and monitoring systems.
• Knowledge of current trends in the field.