Support Officer - Service Desk

Bachelor's degree in Computer Science or related field.
Professional certifications such as ITIL.
1+ year experience providing technical support in a healthcare environment
Experience with health information systems, such as EMR systems, patient portals, and medical imaging systems
Knowledge of MS products (from a user perspective)
Strong customer service skills, both verbal and written, and work ethic
Accuracy of data entry
Previous experience in a service center or call center is preferred
Good reading and writing skills in Arabic and English
Experience in troubleshooting office and network environments
Experience with Active Directory, Exchange, and remote desktop management tools
Experience with quality management tools and call recording software
Experience using IT service management tools to record, manage and resolve incidents and service requests.
Knowledge of call center operations
ITIL Expert certification or relevant experience in service desk operations.
Excellent analytical and problem-solving skills to enable effective identification and resolution of relevant IT issues
Strong understanding of ITIL Service Management
Good knowledge of Microsoft Office products
Strong analytical skills.
Proven ability to direct and implement service desk support processes and technologies.
Proven planning and time management skills
Ability to work under pressure and adapt to changing scenarios while meeting management expectations