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NMC Healthcare is one of the largest private healthcare networks in the United Arab Emirates, and the third largest in Oman. Since 1975, we have provided high quality, personalised, and compassionate care to our patients and are proud to have earned the trust of millions of people in the UAE and around the world. |
Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Resolving basic Calls / request of information on Phone at First Pickup
Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
Maintain and develop own knowledge and skills to assist with first time fault resolution
Have solid experience in a helpdesk or technical support environment
MIS Reporting.
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours as required
Responsibilities
.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.
Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Resolving basic Calls / request of information on Phone at First Pickup
Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
Maintain and develop own knowledge and skills to assist with first time fault resolution
Have solid experience in a helpdesk or technical support environment
MIS Reporting.
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours as required
Qualifications
.Degree in IT, Computer Science or relevant field.
Good Communication Skill and Working Experience in similar position preferable.
Knowledge of ITIL framework.
Proficiency in English. Excellent communication skills.
Have solid experience in a helpdesk or technical support environment.
Customer-oriented and cool-tempered.
The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
Natural aptitude for trouble shooting & problem solving.
Have solid experience in a helpdesk or technical support environment.
Highly organized and able to work on own initiative to complete the range of tasks required.
Flexible and willing to work outside core business hours as required.
Proven experience in similar role.
Working knowledge of Service Desk ticketing tools (ITSM)
Good understanding of computer systems, office automation products, remote control
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Resolving basic Calls / request of information on Phone at First Pickup
Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
Maintain and develop own knowledge and skills to assist with first time fault resolution
Have solid experience in a helpdesk or technical support environment
MIS Reporting.
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours as required
Responsibilities
.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.
Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Resolving basic Calls / request of information on Phone at First Pickup
Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
Maintain and develop own knowledge and skills to assist with first time fault resolution
Have solid experience in a helpdesk or technical support environment
MIS Reporting.
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours as required
Qualifications
.Degree in IT, Computer Science or relevant field.
Good Communication Skill and Working Experience in similar position preferable.
Knowledge of ITIL framework.
Proficiency in English. Excellent communication skills.
Have solid experience in a helpdesk or technical support environment.
Customer-oriented and cool-tempered.
The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
Natural aptitude for trouble shooting & problem solving.
Have solid experience in a helpdesk or technical support environment.
Highly organized and able to work on own initiative to complete the range of tasks required.
Flexible and willing to work outside core business hours as required.
Proven experience in similar role.
Working knowledge of Service Desk ticketing tools (ITSM)
Good understanding of computer systems, office automation products, remote control
