About Dallah Healthcare and the Role

Dallah Healthcare is seeking a Senior IT Helpdesk Officer to join its team in a full-time capacity. This role is integral to providing comprehensive technical support to hospital staff, ensuring the efficient resolution of IT incidents and service requests across all clinical and administrative departments.

Role Purpose and Operational Impact

The primary objective of this position is to maintain the continuity of IT services throughout the hospital. The Senior IT Helpdesk Officer will efficiently address hardware, software, and network-related issues, directly contributing to uninterrupted hospital operations, high-quality patient care, and adherence to regulatory compliance standards. This involves ensuring operational excellence in IT systems to enhance overall hospital performance, patient safety, and service availability.

Key Responsibilities: Operational Excellence and Policy Adherence

• Ensure all work is performed in accordance with approved policies, processes, procedures, and instructions.
• Identify opportunities for continuous improvement in systems, processes, and practices, considering leading industry practices, cost reduction, and productivity enhancements.
• Oversee day-to-day activities to ensure alignment with established policies and procedures.
• Follow up on escalated cases and issues from junior staff to ensure timely and efficient resolution.
• Implement IT quality assurance frameworks, policies, and procedures across all IT services.

Key Responsibilities: Technical Support and Troubleshooting

• Provide first and second-line IT support for end-users, resolving issues related to EMR, HIS, clinical systems, desktop hardware, printers, telephony, and basic network connectivity.
• Log, monitor, and resolve service desk tickets within the IT Service Management (ITSM) system, adhering to defined SLA priorities.
• Escalate unresolved incidents to appropriate technical teams while maintaining ownership until closure.
• Perform advanced troubleshooting of hardware and software issues impacting both clinical and non-clinical departments.
• Deliver timely on-site or remote support during critical hospital operations, including operating rooms, emergency rooms, and patient care areas.

Key Responsibilities: System Administration and Asset Management

• Process user account creations, modifications, and deactivations in hospital systems, ensuring compliance with access control policies.
• Assist with system password resets, permission updates, and application installations based on approved requests.
• Install, configure, and maintain end-user devices such as desktops, laptops, tablets, and mobile devices across clinical and administrative areas.
• Perform hardware diagnostics and coordinate necessary replacements or repairs.
• Assist in IT asset tracking, tagging, and inventory management in collaboration with the IT asset coordinator.
• Maintain accurate records of hardware assignments and support asset audits as required.

Leadership, Reporting, and Required Experience

• Document issue resolutions and contribute to the internal knowledge base.
• Prepare daily and weekly reports on service desk performance, issue trends, and resolution times.
• Assist with IT operational documentation, user guides, and training materials.
• Participate in IT training and awareness programs for end-users to align with hospital service improvement goals.
• Act as an escalation point, mentor junior staff, and handle complex tickets.
• Provide key performance indicators (KPIs) such as first-call resolution rate and ticket closure SLA compliance.

Candidates for the Senior IT Helpdesk Officer position should possess 2 to 5 years of relevant experience in IT support or a similar role, preferably within a healthcare environment.