Healthcare

The main purpose of a Helpdesk-operator Agfa HealthCare is to answer telephone calls from external customers in order to provide accurate, customer focused first line remote support and call resolution. Additionally taking care of the accurate registration, documentation of the question, solution and outcome.
The Helpdesk-operator trails the incoming calls and update the adminstrationtool ? Powerhelp ? with the necessary information. The Helpdesk-operator makes autonomous analysis of the incoming calls. The operator is able to provide basic level or primary level IT support for resolving few(10-20%) of the issues and escalate the rest(80 ? 90%) of them to the FSE and FSE in turn will be responsible for escalation and closing of the call.
In addition the Helpdesk-operator takes care of service contract management and configuration management. The operator will maintain the Configuration Management Database (CMDB) on content and reproduction.
On level of agreements, the Helpdesk-operator takes care of the agreed service contracts including the necessary invoicing of these contracts and the agreed Service Level Agreements (SLA). The operator will provide the customers the reports as described in the agreed SLA.


Requirements:

Knowledge
-Intermediate Vocational Education level of professional and intellectual ability on IT specialization
-Knowledge of commonly used Operating systems like Windows to give basic or primary support
-Some basic knowledge of SQL and Oracle database systems will be preferred
-ITIL knowledge
-Administration knowledge
Skills
-An excellent telephone manner/technique
-Excellent general communication skills
-Customer focus
-Able to handle conflicts and procedures
-Able to communicate (speak and write) in the English language with customers and colleagues
-Previous work experience in IT Call Centre & Helpdesk is most preferred
-Previous work experience in Healthcare IT also preferred

Primary tasks
-Accept customers calls
-Registration of customer calls in ?Powerhelp?
-Track cases in ?Powerhelp?
-Solve simple customer calls and questions
-Maintaining the CMDB
-Maintaining SLA?s and providing them to the customer
--Service contract registration
-Invoicing service contract
-Help in dispatching cases to FSE and further followup to close the same
-Accomplish administration tasks