IT Help Desk Analyst Kanad Hospital Al Ain UAE

Kanad Hospital is presently seeking a dedicated IT Help Desk Analyst in Al Ain, UAE. This position is responsible for establishing a help desk contact with users, record and track incidents and user requests. He / she shall provide training to new and existing users and provide Level 1 and Level 2 service in technical diagnosis, workarounds and solutions of incidents within the Kanad Hospital infrastructure.

Responsibilities of IT Help Desk Analyst

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.

Request fulfillment

• First line support for minor requests.
• Minor changes, e.g. password resets, user permissions.
• User account setup and maintenance.

General Communications

• Taking calls / messages.
• Writing/presenting training materials.
• Documenting IT procedures and policies.

User Training

• 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).

Ad Hoc Tasks

• Maintenance and setup of workstations.
• Installing Operating Systems and software.
• Mentor less experienced IT staff.
• General computer support.

Education & Experience of IT Help Desk Analyst

• Bachelor’s in Computer Science, Business Administration or related field.
• At least 4 (preferably 5) years of work experience, preferably within an IT operations and/or support environment.

Desired Skills

• Excellent communication skills.
• Technical skills.
• Interpersonal skills.

IT Help Desk Officer, Workforce Solutions Transguard Group