Help Desk Agent - IT

Job description / Role

- Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department.
- Record all customer contacts, questions, and problems in the ticketing system including impact and priority.
- Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution.
- Conduct front line problem determination using documented procedures and available tools.
- Act as customer advocate/liaison with other supporting staff.
- Initiate escalation as appropriate to ensure supervisor awareness of problems that are severe in nature or that are exceeding documented targets.
- Provide status to customers of assigned tickets.
- Install and configure Laptop and Mobile hardware and software in accordance with published policies.
- Perform asset management activities of tracking software licenses and desktop usage
- Conduct deployment and recovery of computer and peripheral equipment as advised by the supervisor.
- Provide technical project support as necessary.

Requirements

Education:
- Degree from a recognized university / college, preferably in Business Administration or IT

Experience:
- 1 to 3 years of experience in the same field.
- Experience in Service Desk, Call Center, IT Help Desk

Knowledge:
- Knowledge of ITIL
- Knowledge of Microsoft Windows 7 or higher
- Knowledge of Microsoft Office 2016 and/or Office 365
- Knowledge of PC Hardware Systems and mobile/smart devices
- Proficient in Arabic and English (speaking and writing)

About the Company

Taiba Hospital was established in 2002 to be the only private healthcare provider in Kuwait specialized in one-day surgeries. In 2006, Taiba acquired a license to operate as a full-fledged hospital, becoming the first private hospital in Mubarak Al-Kabeer Governorate.

Vision: We are the model for innovative healthcare delivery

Mission: We provide distinguished healthcare services to the community of Kuwait

Values: - Working Together - Empowerment - Compassion - Accountability - Respect - Ethics