IT Support Analyst

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 48-hour week over a 6-day week (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.
• Adhere to working hours that start no earlier than 07:30 AM and end no later than 04:00 PM (UAE Time zone). 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
• Ability to analyses log files
• Workstation build experience
Beneficial Skills:
• AWS Cloud troubleshooting and support
• Experience of working with HL7 integration engines
• Familiarity with PACS/RIS software and DICOM/HL7 standards
• Familiarity with SQL queries
• Familiarity with Atlassian tools (Jira, Confluence)
• Windows Server 2012 & above
Desirable Experience:
• Experience in radiology or teleradiology workflows
• Active Directory, file servers, domain servers and Office 365
• Experience of working with radiologists/clinicians
• Healthcare application familiarity covering HL7 messaging and DICOM Standards
Salary Range is 10,500 AED to 12,500 AED / month for this role.