Job
Description
JOB DESCRIPTION Job Title: Service Desk Executive IT Company: CTSI Reporting to: Manager - IT Infrastructure Department: Information Technology (IT) Job Purpose: Identify & Diagnose issues and problems Categorize and record reported queries and provide solutions Support problem identification, Advise users on the appropriate course of action Monitor issues from start to resolution Escalate, if needed, unresolved problems to a higher level of support Provide essential online security advice and support Attend to ALL IT Service tickets, but not limited to incidents only. Provide Support to the subject like User account create/modify/deactivation, O365 user account management, Active Directory, etc. Skill Sets: Minimum 4-5 years of working experience in a Hospital Environment. Through understanding on handling the Incidents, Change requirement, activities tickets. Has analytical skills in allocating the tickets and closure. Maintain the MIS report as per standard Skilled to maintain the SLA standard High. Have Good Problem-solving techniques and skills. Have Good Vocabulary and communication skills. Job Responsibilities Level 1 Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Acts under guidance to record and track reliability data for IT services Level 2 Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates databases for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from the outset to conclusion. During change acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements. Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process, and advises relevant persons of actions taken. Level 3 Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to the creation of support documentation. People/Learning/Development Self Develops multi-functionality. Benchmarks and implements best practices in the departmental functioning, which would not settle for complacency. Identify and attend training programs that would enhance knowledge and skills required for the development of self, functional and multi-functional abilities, and capabilities. Team Encourages and develops team members’ ability engage cross-functionally. Collaborate with Reporting Manager to identify the resource performance, process improvement, understand customer needs and chalk out an action plan for their development and growth in tune with the strategies and objectives of the organization. Job Performance Parameters Quality and Timely IT service delivery at all Units/Sites. Maintain a High Level of SLA in ticket handling. No of tickets re-open should be low. Quality of IT ticket handling user satisfaction should be high. Ticket Documentation Quality and record appropriate resolution summary in KB. IT Process adherence (For User Creation/Access Revocation, Master Item Creation etc., Change Management etc.). Relationship structure Subordinates and Peers Transfer knowledge to team members to improve ticket performance. Keeps in touch with the entire team by regular meetings. Help the subordinates to make them aware of the Service Desk Processes from time to time. Attend all review meetings. Qualifications: BE (CE, EC)/ MCA/ BCA ; with minimum 4-5 years’ work experience. Years of Experience: Minimum of 4 -5 Years’ IT Service desk experience in Hospital Environment with exposure to key application software like HMIS (Hospital Management Information System), ERP implementation, RIS-PACS. O365, LAN, Wi-Fi, Master data Management, Active Directory Management, Incident and change management processes. Should have managed IT services of a Medium to Large Hospital(s) Hospital experience is strongly preferred.
