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Support Officer
3 weeks ago
Overview:
**Core42** is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.
**Responsibilities**:
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.
- 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.
- 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.
- Develop technical knowledge of each system within various clients profile and specialized knowledge of certain areas.
- Serve as the single point of contact for all client end users on all IT and Non IT related issues.
- 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
Qualifications:
- Bachelor’s degree in Computer Sciences or related filed.
- Professional certifications such as ITIL.
- 1+ 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
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