End user support

Job Summary The End User Support is responsible for delivering technical support and ensuring the smooth operation of IT services for Abdali Hospital’s end-users. This role involves administering IT support, troubleshooting issues, and maintaining access to essential systems and applications, including email, directory services, file and print services, portal/intranet/internet services, network, and telephony. The primary objective is to provide efficient and effective support to minimize disruption to hospital operations and ensure that staff can effectively utilize IT resources. Main Duties And Responsibilities Manage end-user service interactions, addressing incidents and requests from identification through to resolution. Deliver first-line technical support to quickly diagnose and resolve issues, restoring normal service as efficiently as possible. Record, classify, and track IT issues; document workarounds and permanent solutions in the knowledge base, and perform root-cause analysis to prevent recurring faults. 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 established escalation plans to address requests and technical alerts promptly. Maintain the integrity and availability of the production environment for all business users. Serve as a liaison between functional and technical teams during solution implementations and operational support. Assist with the implementation of IS solutions, including access control, identity management, high availability, and security measures, to ensure system and data security. Education / Licensure (essential Minimum Requirement) Bachelor degree in computer fields. Certifications in the related field are preferable. Professional Experience (essential Minimum Requirement) 1-3 years professional experience directly related to the duties and responsibilities specified. Skills And Abilities Knowledge of Active directory users management , Domain services( DNS, DHCP,GPO…etc) , Windows 10,Windows 11 office tools, Google Workspace, and Client Management Tools. Familiarity with Problem Troubleshooting Techniques & Implementation of Automated Trouble Ticketing and Monitoring Systems. Knowledge of current technological developments/trends in area of expertise. Customer Service Oriented Personality. Ability to resolve customer complaints and concerns, and work under pressure. Ability to communicate effectively, both orally and in writing English/Arabic. Show more Show less