Injazat Looking for Support Officer – Service Desk at Chennai, Tamil Nadu Full Time

Overview:
Providing technical support and assistance to healthcare providers, clinical staff, and other users of healthcare information systems. As well as assistance with routine inquiries and problems (software and hardware). Responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps.

Responsibilities:
Provide technical support to healthcare providers, clinical staff, and other users of healthcare information systems.

Receives and logs service requests and dispatches them for action.

Escalates technical issues as appropriate.

Interacts with support organizations to ensure restoration of service and/or identification and correction of core problems.

Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support.

Logs issues and either resolve them or ensure they are dispatched to the applicable support group.

Troubleshoot and resolve technical issues related to healthcare technology systems.

Monitor and respond to service requests and incidents related to healthcare technology systems.

Troubleshoot and resolve technical issues related to healthcare technology systems.

Escalate unresolved issues to appropriate IT staff or vendor support as needed.

Document and track service requests and incidents in a ticketing systemConsults within network and server teams to confirm outages. Track customer impact from server and network problems.

Ensures follow-up on unresolved cases. Escalates problems as necessary to ensure contractual agreements are met.

Sound understanding of IT operations, Systems and related applications as well as client related processes and procedures.

Develop technical knowledge of each system within various clients profile and specialized knowledge of certain areas.

Maintain adequate knowledge of operating systems and application software used in client environment to provide a high level of support.

Serve as the single point of contact for all client end users on all IT and Non IT related issues.

Dealing with hardware, software, application support, all other queries and issues reported to the support desk.

Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support.

Participate in testing and implementation of new healthcare technology solutions.

Maintain and update knowledge base articles to ensure accurate and consistent documentation of technical issues and resolutions.

Ensure compliance with relevant healthcare regulations and standards, such as HIPAA

Adhering to the scorecard compliance and KPI’s to contribute towards the growth of EUCS department.

Qualifications:
Bachelor’s degree in Computer Sciences or related filed.

Professional certifications such as ITIL.

2+ years of experience providing technical support in a healthcare setting

Experience with healthcare information systems, such as EMRs, patient portals, and medical imaging systems

Knowledge of MS Products (from user perspective)

Strong Customer Service Skills, verbal and written and work ethics

Accuracy of data input

Service Desk or Contact Centre previous environmental experience preferred.

Good literacy skills in both Arabic and English

Experience in troubleshooting Desktop and network environments

Experience in an Active Directory, Exchange and Desktop Remote Management tools

Experience in Quality management tools and call recording software

Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests.

Knowledge on Contact center operations

ITIL Expert Certification or relevant experience on the service desk operations.

Excellent analytical and problem solving skills to enable effective identification and resolution of IT related issues

Strong understanding of ITIL Service Management

Sound knowledge of Microsoft Office products

Strong analytical skills.

Demonstrated ability to mentor and implement Service desk support processes and techniques.

Proven planning and time-management skills

Ability to work under pressure and adapt to changing scenarios whilst meeting management’s expectations