HIS Helpdesk & Training Manager
Job Responsibilities & Skills :
Responsible for assuring users are provided efficient and timely first level support Responsible for assuring users are provided effective training on ICT and CIS services they use Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities Coordinates with Information and Communications Technology (ICT) and Clinical Information Systems (CIS) departments to ensure proper knowledge transfer is continuously achieved to effectively support end users Analyses the support requests log and perform insight on how to improve services for end users Develop self-support documentation and tutorials for end users Develop proposals for self-service for end users based on the issues logged Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels Invokes problem escalation procedures to coordinate recovery Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department Ensures that decisions made to improve the overall
customer support of the Help Desk are continually carried through Coordinates training requirements of Help Desk personnel Contributes to departmental productivity and development objectives by participating in training programs Provides leadership by projecting a positive attitude, and providing learning incentives Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s) Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service Maintains competency and enhances professional growth and development through continuing education and conferences Performs other duties and responsibilities as assigned by the Executive Director of HIS & ICT
Required Technical Qualifications:
A Bachelor degree in IT or equivalent. M.Sc. degree in IT is a plus. 12+ years IT experience 5+ years in a similar position Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position Demonstrated management and decision making skills concerning Information Systems policies, processes and
procedures, with a proved track record of completing tasks and/or project within budget and on schedule Ability to manage multiple high priority initiatives in a fast paced highly technical environment ITIL ITSM certifications is must
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