About the position
As an IT Support Analyst, you will play a crucial role in supporting our IT operations by serving as the initial point of contact for all IT-related issues within the organization, particularly for our radiologists. Under the supervision of the Global Service Desk Manager, you will collaborate closely with the IT team and our users to ensure smooth and efficient IT operations. This role requires a proactive approach to problem-solving and an eagerness to engage in continuous learning and improvement initiatives in our IT support services.
Primary Responsibilities:
- Serve as the initial point of contact in the IT support call centre, promptly answering calls per the service level agreement, documenting user issues in the ticketing system, and addressing them.
- Offer technical assistance to both in-house and external clients, including Radiologists.
- Ensure timely and professional resolution of incidents and service requests.
- Diagnose and resolve fundamental technical issues involving hardware and software, with on-the-job training available for support.
- Address client issues, manage workflow-related troubleshooting, and escalate significant hardware or software problems.
- Follow established departmental policies and procedures.
- Maintain communication with customers about the progress of their tickets to set expectations and promote satisfaction.
- Configure, deploy and support end-user computing.
- Keep an accurate record of hardware inventory in the asset register.
- Support the Radiologists by aiding in the setup and deployment of hardware.
- Engage in project work and other tasks as assigned.
- Your work includes working a 45-hour week over a 6-day week, 7.5 hours/day (including either a Saturday or a Sunday). Your manager will determine your working pattern. Your salary will be inclusive of working over bank holidays to provide support cover.
- Working time is based on a shift pattern. Latest finish at 23:00 local time and earliest start at 06:00 AM local time.
- If travel to a radiologist's home is outside working hours, you will be provided with equivalent time off in lieu. Skills & Attributes:
- Excellent English written and oral communication
- Outstanding customer service
- Ability to work with a team and independently as required
- Application and hardware troubleshooting
- Experience with healthcare software
- Good understanding of the ITIL Framework
- Exposure to ITIL standards and processes
- Office 365 support, Desktop Support and Network support.
- Ability to analyses log files
- Workstation build experience
- Windows Server 2012 & above, Active Directory and file servers.
Required Healthcare Skills: - Healthcare application familiarity
- Experience of working with HL7 integration engines
- Familiarity with PACS/RIS software and DICOM standards
- Experience of working with radiologists/clinicians
Desirable Experience: - AWS Cloud troubleshooting and support
- Experience in radiology or teleradiology workflows
- Familiarity with SQL queries
* Familiarity with Atlassian tools (Jira, Confluence)
Desired Skills:
- AWS Cloud troubleshooting and support
- Radiology or teleradiology workflows
- SQL queries
- (Jira
- Confluence)
