Job details
Location: | |
Job Type: | Permanent |
Discipline: | |
Reference: | HCLS/EP/FSSS/180718C |
Posted: | over 5 years ago |
Consultant: | Ewen Poh |
Consultant Email: | email Ewen |
Consultant Phone: |
Job description
Our client is a leader in imaging diagnostics industry.
Responsibilities
-
Manage effective communication with users in relation to logged service requests
-
Manage effective communication with internal and external cross functional teams
-
Effectively utilise service tools for the logging, triage and classification of cases in line with published work instructions
-
Effectively utilise Proactive service tools to prevent incidents from occurring
-
Effectively utilise knowledge tools such as the Technical Publications, Configuration Management Systems and the Known Error Database in case diagnosis and resolution
-
Review all assigned cases to ensure quality data has been provided
-
Escalation of cases based upon the published technical processes and defined Operating Level Agreement
-
Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching and a case is unresolved
-
Negotiating and prioritising case load with the Service Delivery Manager and/or the support teams
-
Problem Management -Providing Root Cause Analysis for problems
-
Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types
-
Maintain ownership of Problems and Critical Incidents and interaction with the ASIA Incident Management team and Solutions group in critical case resolution
-
Adhering to CSH processes for Incident, Problem, Change and Release Management
-
Supporting reasonable on call responsibilities, including escalation support after hours
-
Ensuring all support documents are updated as required and manage appropriate sign off
-
Create Major Incident Reports for all Severity one incidents
-
Attend site Service meetings as per Service Level Agreement requirements
-
Participate in Project Teams as an active team member based on expertise
-
Attend and actively participate in Services team meeting
Requirements
-
Qualification
-
IT or business diploma or a minimum 3-4 years IT experience in a related field, ITIL Certification, Microsoft Certification (desired) Oracle Certification (desired)
-
-
General IT background – adequate technical background to understand basic workings and interactions between applications relevant to the area of healthcare IT expertise as utilized in large enterprises
-
Technical skills in Computing Hardware and Software installation and configuration
-
Technical skills in Microsoft, Veritas and Oracle software suites
-
Technical document writing ability
-
Awareness of radiological workflow
-
Customer Service acumen
-
-
Working knowledge of Healthcare IT services and applications and how they related to key business areas
-
Working knowledge of and experience with Problem and Change Management processes (highly desirable)
-
Previous Healthcare or PACS & RIS support (highly desirable)
-
Previous Customer facing experience in a complex and demanding service environment
-
Demonstrated communication skills at all levels including solution negotiation skills
-
Associated Project Management exposure
-
Only successful candidates will be notified.
To apply, please email your CV to ewenp@charterhouse.com.sg. If you would like further information, please contact Ewen Poh on +65 6435 5616 quoting HC&LS/FSSS/180718C
EA License no: 13C6338 l Registration no: R1105070