Service Desk Agent

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidras Vision is: Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

Sidra works closely with Weill Cornell Medical College in Qatar and Hamad Medical Corporation across all three activities to raise the standard of health and health care throughout the State of Qatar

DEPARTMENT/BRANCH PROFILE

Sidras Information Management Branch aims to support Sidras strategy to be a world-class, digital academic medical facility by incorporating the most advanced IT applications in all clinical, research and business functions, and by providing high quality service at the point of care and the point of delivery.

JOB SUMMARY

The Service Desk Agent reports to the Lead Service Desk. S/he is the first line support and single point of contact for all Sidra Medicine employees in 24/7 operating model. The post holder resolves issues, analyze, escalate tickets and deliver customer service through multiple channels including Phone Calls & Ticketing System.

POSITION DIMENSIONS

Reports directly to

Lead Service Desk

Head Count

4 fte + 4 temp staff

Number of Direct Reports

N/A

Number of Indirect Reports

N/A

Financial Accountability

N/A

ROLE INTERACTS DIRECTLY WITH

TITLE/DEPARTMENT

FREQUENCY

TYPE OF INTERACTION

Lead Service Desk

Regularly

Escalation/Advise

Other Departments

Regularly

Information and Cooperation

KEY ROLE ACCOUNTABILITIES

• Provides first line technical support to Sidra Medicine employees whether their issue or request was received as a call, email or a self-created ticket.
• Escalates the unresolved Incidents/Requests to concerned team providing initial diagnosis.
• Represents as a focal point of contact between Sidra Medicine employees and IT departments.
• Documents all of the mentioned above by logging tickets on ITSM system.
• Verifies resolution with end users and resolve assigned Incidents.
• Identifies P1/P2 issues and raise them to concern team and follow up.
• Identifies and classifies Incident types and service interruptions.
• Categorizes and records reported tickets and provides solutions.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions.
• Escalates, if needed, the unresolved problems to a higher level of support.
• Provides solutions to end-user problems related to computer software/Applications/Access.
• Writes user manuals and technical documentations.
• Maintains client confidence and protect operation by keeping information confidential.
• Adhere to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies.
• Adhere to and promotes Sidras Values.

In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.

WORK ENVIRONMENT THE ROLE OPERATES IN

• Work is normally performed in an office environment
• No or very limited physical effort is required
• Flexibility to work on a rotating shifts later afternoons/Nights and weekends as needed

ORGANIZATION VALUES

• Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
• Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
• Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
• Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
• Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
• Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care

QUALIFICATIONS, EXPERIENCE AND SKILLS SELECTION CRITERIA

ESSENTIAL

PREFERRED

Education

Bachelors Degree in computer science, information systems, engineering, or related field

Experience

• 3+ years as Service Desk Agent.
• Extensive troubleshooting knowledge and hands on experience in the following :
• Microsoft Windows client OS environment (Windows 7, Windows 8 etc.)
• Microsoft Office Applications

Certification and Licensure

ITIL V3 foundation

A+ Certificate

Professional Membership

Job Specific Skills and Abilities

• Ability to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing.
• Having technical expertise in the industry in which they work is particularly helpful for help desk agents.
• Adept at conflict management, especially in real time. Since many customers call in upset, help desk agents should be able to calm them down easily.
• Service desk agents are always on the phone with customers, requiring excellent communicators, both verbally and in writing.
• Providing technical support often involves juggling multiple tasks at once, and Service desk agents should be skilled multitaskers
• Demonstrated hands-on ability in Windows environment, networking environment, hardware, software, and suppliers.
• Demonstrated ability to work under pressure.
• Demonstrated ability to write user guide.
• Proficiency with Microsoft Office suite.
• Fluency in written and spoken English

Understanding of other desktop operating systems (Mac, Linux)