IT Support

JOB PURPOSE & KEY RESPONSIBILITIES:

The IT Support provides first-level technical support to end users across the organization, ensuring timely resolution of IT incidents and service requests with minimal disruption to hospital operations.

Key Responsibilities

• Act as the first point of contact for IT incidents, service requests, and technical queries.
• Log, categorize, prioritize, and track requests through the IT ticketing system.
• Diagnose and resolve hardware, software, operating system, network, and application issues.
• Provide remote and on-site support for end-user devices, peripherals, and standard applications.
• Escalate complex issues to Level 2/3 support teams as required.
• Install, configure, maintain, and update operating systems, applications, and devices.
• Ensure timely resolution of incidents in line with agreed SLAs.
• Maintain accurate ticket documentation and troubleshooting records.
• Support IT projects and other technical activities as assigned.
• Deliver professional, customer-focused support and maintain high user satisfaction.

Qualifications, Experience & Skills

• Bachelor's degree in IT, Computer Science, Health Informatics, or related field.
• 3–5 years experience in IT support and HIS administration, preferably in a hospital environment.
• Proficiency in Windows, Microsoft 365, Active Directory, networking, and remote support tools.
• Experience with ITSM/service desk platforms such as ManageEngine.
• Knowledge of ITIL and healthcare systems/standards such as HL7 and DICOM is an advantage.
• SQL knowledge for queries and reporting is preferred.
• Strong communication, troubleshooting, analytical, and customer service skills.
• Ability to work under pressure with a proactive and collaborative approach.

Others:

IT Service Desk & End-User Support

• Provide first-line support for IT incidents and service requests via phone, email, and ticketing system.
• Log, prioritize, track, resolve, and escalate incidents in line with ITSM procedures and SLAs.
• Troubleshoot hardware, software, network, connectivity, peripherals, Windows, Microsoft 365, and enterprise applications.
• Provide remote and on-site support across hospital departments and clinics.
• Maintain accurate IT asset records, including assignment, tagging, and inventory updates.
• Document troubleshooting, resolutions, and follow-up actions in the ITSM system.

Application & HIS Support

• Provide first-line support for HIS, EMR, PACS, and other healthcare applications.
• Support user access, roles, permissions, application workflows, and system-related issues.
• Coordinate with specialist IT/application teams for complex issues.
• Assist with upgrades, patches, testing, UAT, and new system implementations.
• Prepare user guides and provide basic application training to staff.

Customer Service & Compliance

• Deliver professional, responsive, and user-focused IT support.
• Promote IT best practices and security awareness.
• Follow IT policies, data security procedures, and support audits and compliance activities.