· Provide support for our healthcare applications and technologiesRespond to and resolve 2nd and 3rd line support queries.
· Receiving and responding to incoming calls and support tickets through numerous channels of communication including email, telephone, internal requests and automated alerts
· Troubleshoot desktop, networking, server and application related issues.
· Evaluate and escalate support calls to technical and development teams as required
· Liaise with 3rd party support providers to escalate and resolve support queries.
· Act as an escalation point for 1st line Desktop Support Team and help resolve other IT support-related issues.
· Update support/ticketing systems to ensure calls have been logged and resolved whilst capturing all the required information.
· Help with integration of client medical hardware devices and our software (scanners, imaging systems).
· Work within SLA targets for Incidents, Requests and Changes.
· Follow support workflows, processes and policies.
· Help continuously maintain and improve knowledge and understanding of technologies supported by the IT Team.
· Work with the IT Team and management to support wider IT-related activities and projects across the business.
· Work with IT management to ensure all technical issues are addressed and that both training and documentation requirements are identified and implemented.