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