HELP DESK COORDINATOR

Fakeeh.Care; Makkah Region; On-site; SAR 120,000 - 150,000; Full time

Job summary

A healthcare organization in Saudi Arabia is seeking a Help Desk Coordinator to provide support and manage user-related issues. This full-time role involves responding to client requests, troubleshooting problems, and ensuring clear communication in both Arabic and English. The ideal candidate should have a high school diploma and experience in customer service and help desk support.

Qualifications

• Working knowledge of relevant software and equipment.
• Experience in providing help desk support.

Responsibilities

• Respond to requests for assistance via various channels.
• Diagnose and resolve user issues.
• Log all help desk interactions and track resolution progress.

Skills

Customer service practices

Troubleshooting skills

Bilingual (Arabic and English)

Education

High School degree

Job description

HELP DESK COORDINATOR-(2300004F)

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.

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 elevate 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.

Primary Location

SA-Jeddah

Job

Admin

Organization

Dr. Soliman Fakeeh Hospital

Schedule

Regular

Shift

Standard

Job Type

Full-time Day Job

Job Posting

Aug 9, 2023, 2:08 PM