IT Support Analyst

Everlight Radiology Everlight Radiology is a global radiology partner that provides healthcare professionals with highly responsive accurate and resourceefficient services to support healthcare professionals and enhance patient care Its never after hours at Everlight Radiology Our vision is to make quality radiology globally accessible with everimproving standards of practice We operate 24 7 days a year Everlight Radiology in the UK and Ireland provides rapid quality general and subspecialty reporting services to support UK Australian Irish and New Zealandbased radiology departments while providing a 24 7 service Their unique business model has allowed them to survive and thrive during the COVID19 pandemic offering exceptional coverage to hospitals needing urgent teleradiology services using radiologists reporting from home globally The company has a welldefined strategy to provide a vital and unique source of emergency radiology reporting capacity to existing and new markets It is working to ensure Everlight radiologists who are spread and interconnected globally operate in the most productive and safe environments so patient care is of the highest standards around the clock Scope of 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 ITrelated 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 problemsolving 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 inhouse 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 onthejob training available for support Address client issues manage workflowrelated 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 enduser 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 48hour week over a 6day 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 communicationOutstanding customer serviceAbility to work with a team and independently as requiredApplication and hardware troubleshootingExperience with healthcare softwareGood understanding of the ITIL FrameworkExposure to ITIL standards and processesOffice supportAbility to analyses log filesWorkstation build experience