Ref: OP834-72

Job description / Role

Employment: Full Time

- Responsible for the planning, management, oversight and implementation of the IT Service management tool in the group.
- Manage the Service Desk personnel; Service Desk systems and processes.
- Collaborate with other ICT managers to coordinate tasks and actions across a range of responsibilities.
- Provides prompt, accurate, and courteous support to users employing a high degree of customer-service skill and technical expertise while ensuring user satisfaction.
- Works closely with ICT Service Desk technicians to manage and monitor all requests, via phone/email/employee self-service and incident tickets for technical assistance regarding any ICT related issues affecting end-user.
- Determines urgent help requests, and works closely Service Desk technicians to direct an appropriate response.
- Informs ICT Staff and users of critical problems that would impact productivity while following procedures to insure critical problems are resolved in a timely manner.
- Manage and Maintain Assets. Ensures the hardware and software inventory is accurate and up-to-date, and plans and manages regular inventory updates.
- Ensures ICT service levels are met, as defined by the SLAs and OLAs.
- Plans, manages and monitors the installation of new, and the disposal of old client computers and peripherals.
- Manages and monitors the client computer and peripheral preventative maintenance program.
- Manage the implementation of SOWs and roles and responsibilities across the sourcing-management organization and suppliers.
- Document the workflow and touch points between the various service providers in OLAs.
- Monitor, report, analyze and escalate on day-to-day operational execution of the SOWs.
- Ability to relate the goals of IT service delivery to business goals.
- Adherence to IT policies and processes to ensure consistent quality of service.
- Define, plan and forecast staffing requirements and hire staff based on business knowledge and skills requirements
- Drive continuous performance improvement by identifying and initiating process improvements for any performance gap across all competencies and suppliers
- Design a cost-allocation method for services and their associated costs.
- Monitor, analyze, forecast, report and escalate on a continuous basis the realization of business requirements through involved services

Requirements

- Bachelors / Master’s degree in IT
- 8-10 years IT support related experience managing large teams and projects
- Bi-lingual Arabic speaking candidate preferred
- Knowledge of advanced computer hardware.
- Experience with desktop and server operating systems, including Windows XP, Windows 7 and Windows Server Operating System.
- Extensive application support experience with Microsoft Office Applications (Word, Excel, Outlook, and PowerPoint), Acrobat, and Internet Explorer.
- Working knowledge of a range of diagnostic utilities, including ping, tracert, nslookup.
- Excellent Knowledge of ITIL v2/v3, ISO 20000 Standards.
- Ability to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required.
- Capacity to lead by example and develop strong personnel performance goals.
- Strong communication and reporting skills.
- Experience in driving the right behavior from stakeholders.
- Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.
- A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.

About the Company

Founded in 1985, Al Noor Hospital provides a complete continuum of healthcare and has places itself among the Leading private hospital services provider in Abu Dhabi. Relocation of Al Noor Hospital to Khalifa Street in 1999, Al Noor Khalifa Branch was launched in the year 2001.

In 2006, Al Noor Hospital was established in Al Ain followed by the inauguration of its unique, purpose-built hospital at Airport Road in 2008. The hospital soon evolved into a state-of-the-art healthcare provider, employing experienced medical professionals and the latest facilities. It has since achieved remarkable progress in the healthcare industry and has recently expanded to Abu Dhabis Western region, opening specialized clinics in Madinat Zayed, Mirfa and Mussafah, offering medical services as well as emergency referrals to its Abu Dhabi branches.

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