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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