End user support

Job Summary

The End User Support role at Abdali Hospital is responsible for providing technical assistance and ensuring the effective operation of IT services for hospital users. This includes managing support tasks, troubleshooting, and maintaining access to key systems and applications.

Responsibilities

• Handle end-user service requests and incidents from identification to resolution.
• Provide first-line technical support to diagnose and resolve issues promptly.
• Document and track IT problems, including workarounds and permanent fixes, and perform root-cause analysis.
• Support and enforce IT policies, procedures, and quality controls during new service rollouts.
• Monitor centralized IT systems and alarms, following escalation procedures for timely response.
• Ensure the integrity and availability of the production environment for all users.
• Act as a liaison between functional and technical teams during implementations and support.
• Assist in implementing IS solutions related to access control, identity management, high availability, and security.

Requirements

• Bachelor’s degree in computer-related fields.
• 1-3 years of professional experience relevant to the role’s duties.
• Knowledge of Active Directory user management, Domain services (DNS, DHCP, GPO), Windows 10 and 11, office tools, Google Workspace, and Client Management Tools.
• Familiarity with troubleshooting techniques and automated trouble ticketing and monitoring systems.
• Awareness of current technology trends in the area of expertise.
• Customer service orientation with the ability to handle complaints and work under pressure.
• Effective communication skills in English and Arabic, both oral and written.

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