Description

The Help desk is the first level of support, and response for clients and provides a single point of contact to the organization for building user related issues.
Its aim is to assist such customers as necessary to establish resolution through process management and to provide support and incident management and client communications for faults and service requests.
The methodology Is to provide building user support and customer service on telephone and company-supported computer applications and platforms and additionally to verbally troubleshoot problems and apprise on the appropriate action that will follow; with a time frame so as to manage expectation.

Duties and Responsibilities:

• Respond to requests for assistance or reports, via telephone, electronically or use of radio.
• Be polite, courteous, helpful, attentive and respectful to the customers at all times during duty.
• To answer all customer queries with utmost clarity
• Research questions to acquire pertinent information
• Diagnose information received via appropriate question techniques and establish resolution process
• Quickly and accurately determine incident scope and impact (identify and escalate situations requiring urgent attention
• Advise user on action to be taken
• Follow SOP for standard help desk operations
• Act as the liaison between customers and resolution Unit
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Track and route problems and requests and document resolutions
• The help desk is responsible for first response in answering, commenting and replying to open incidents in the help desk.
• Update daily status reports and shift-handover reports
• Stay current with system information, changes and update.
• Demonstrates compassionate communication skills while providing support and care to the patients as "the patient is the center of our care.

Qualifications

• High School degree.
• Working knowledge of fundamental operations of relevant software and equipment
• Knowledge and experience of customer service practices.
• Related experience and training in troubleshooting and providing help desk support.
• Excellent bi-lingual standard.
• both written and spoken (Arabic and English).