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Job Description
Role Purpose:
To provide support of ITIL Processes and business users which includes Service Desk, End user support, hardware and software provisioning and batch process include all ITIL functions in order to support the day-to-day business operations within the agreed KPI and SLA.
Key Accountabilities:
1- IT Service Management;
- Maintain ITIL process (Incident Management, Service Management, Service Catalogue, IT Assets and Knowledge Management)
- Adhere ITIL best practice.
- Answer inbound calls to the IT Service hotline within agreed KPI
- Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
- Update the knowledge database for new resolutions discovered
- Make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
- Maintain the IT Assets Management (All End users related assets).
- Providing a single point of contact for IT Service Management across all IT functions
- Ensure that the CMDB is managed an maintained with the highest degree of accuracy
- Maintain accurate inventory of hardware, software, and other relevant technological tools
- Excellent communication skills that allow them to explain technical problems
- Troubleshoot hardware, software, and network issues.
- Ensure that user requests and concerns are recorded, affirmed, and categorized for further handling.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Utilize imaging and software library to deploy systems reimage and migrate data as needed
- Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
- Create help manuals for existing and new programs and End-user Training
- Run daily night batch process for Caesar application
- Ensure backup system is executed as per daily schedule
Skills
- Working knowledge of ITIL and key ITSM concepts
- Service Management
- Incident Management
- Asset Management
- Process Improvement
- ITSM
- ITIL Certification
Education
Bachelor’s degree, preferably in a technology or science related area of study
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
