Assistant Manager King’s College Hospital London Dubai

The Assistant Manager in at King’s College Hospital London in Dubai Hills, Dubai, UAE IT Operation is responsible for supervising the entire Help Desk team and ensuring that end users receive appropriate assistance. This includes managing all procedures related to identifying, prioritizing, and resolving end user help requests, as well as monitoring, tracking and coordinating Help Desk functions. Candidate will also provide hands on, in person support to end users at the desktop level. This is a Senior level full time job. And salary can range between 15000-30000 AED/month.

Responsibilities of Assistant Manager

• Supervise the daily operations of the help desk support staff to ensure the prompt and professional resolution of network issues, computer problems, core software products & related hardware peripherals.
• Planned, coordinated & managed the tasks of help desk support staff, including Help Desk Specialists. This includes scheduling shifts, assessing and documenting performance, recommending disciplinary action when necessary & reviewing staff work for accuracy and prompt completion of assigned duties. Also, train staff in new and existing procedures and develop work schedules.
• Document, monitor & report on software and hardware malfunctions.
• Enter a comprehensive description of the user’s problems in a designated database, prioritize requests & categorize them according to established procedures.
• Provides education help desk staff on their responsibilities, new technologies & support procedures.
• Ensure that help desk staff consistently deliver high-quality, professional service, including communication and telephone skills.
• Actively identify opportunities for process improvement, including end-user training tools and documentation.
• Oversee help desk activities and respond to inquiries.
• Provide technical troubleshooting, identify the type of request, diagnose and provide solutions, or escalate complex problems to the appropriate personnel as required.
• Ensure that proper problem notification procedures are followed.

What you will do more

• Develop queries to monitor and follow up on reported problems. Notify users when requests are completed and ensure that accurate contact and problem resolution records are kept.
• Generate management reports on help desk operations and issues, including suggestions for service or technology enhancements.
• Perform related duties as assigned.
• Work effectively with all levels of employees in the organization.
• Assist with the deployment of technical equipment.
• Manage Asset Management and Inventory.
• Oversee the purchase of software and hardware.
• This involves analyzing technology trends and recommending efficient and cost-effective solutions to IT needs.
• Inspect the use of technological equipment and software to ensure functionality and efficiency.
• Identify the need for upgrades, configurations, or new systems and report to upper management.
• Conduct regular meetings with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities & discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Establish and implement ITIL standards. Analyze the business requirements of all departments to determine their technology needs.
• Escalate and resolve software issues to the information systems/development team.
• Escalate and resolve third-party software/systems issues via the support team.
• Set team goals and guide staff towards achieving desired results, while being accountable for team performance.

Requirements for Role of Assistant Manager

• Bachelor’s degree or Diploma in Computer engineering.
• Certifications like ITIL, CCNA, CCNP, and MCSE will be preferred.
• Minimum of 12 to 15 years of experience in ICT, with at least five of those years serving as an Assistant Manager in IT Operations or as a Helpdesk Supervisor in a technical support role Strong technical background.
• Experience in Handling IT Asset management.
• Possess knowledge and experience in working with BMC Remedy ServiceNow or Manage Engine Service Desk.
• Have knowledge and experience in managing IT Infrastructure like Antivirus, EDR, Servers, storage, windows, virtualization, networks, firewalls, NAC, etc.
• Possess knowledge and experience in ITIL and ITSM processes. Regularly update and maintain records of assigned work orders.

Skills And Knowledge Desired

• Ability to handle multiple priorities and varied technical tasks.
• Ability to learn and keep current with changes in technology.
• Strong customer service orientation with the ability to explain technical concepts to non-technical users.
• Excellent analytical skills with the ability to resolve issues in a fast-paced environment.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure and able to support 24/7 Hospital ICT operation.
• Strong customer service skills.

Facilities Manager King’s College Hospital London Dubai

Tagged as: Assistant Manager