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Job Description
Service Desk process
- 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
- Escalate support ticket to L2 support on time
- Follow up escalated ticket and update user on status until closure
- Document resolution before ticket closure at the knowledge database
- Analyze service desk queue for trends and notify IT Support team leader as required
- Update the knowledge database for new resolutions discovered
End user support
- Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
- Install an configure application as requested by users for business needs
- Strong Network backgorund to troubleshoot enduser issues
- Modify and fine tune hardware setup to meet user requirements on peformance and stability
- Apply patches and fixes as recommended by software and hardware vendor
- Install, configure and support printers, scanners and other IT related devices.
Hardware and software provisioning
- Assemble, install and configure user desktops and laptops
- Assemble, install and configure printers, scanners and other IT related devices
- Apply virus protection system and setup disk encryption for desktop and laptops before handing over to business users
- Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB
IT Service Management
- Maintain ITIL process (Incident Management, Service catalogue, IT Assets)
- Adhere ITIL best practice.
- Make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
- Maintain Configuration Management Database (CMDB) to ensure all changes in the item level is updated in the CMDB.
- Maintain the IT Assets Management (All Endusers related assets).
Skills
Experience Fields
- Experience in desktop support
- Experince in hardware and software configuration
- Experience in Service Desk process
- Knowledge in networking fundamentals and essentials
- Good ITIL knowledge preferably ITIL certified
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.
