Overview
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Responsibilities
* Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests – (50% of your time)
* Accurately record and triage newly reported Incidents and Service Requests to ensure a prompt and accurate line of investigation – (10% of your time)
* Take ownership of Incidents and Service Requests, and prioritise your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA - (10%)
* Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support Services, Global Support Network (GSN), Problem Management and third-party vendors. – (5%)
* Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences – (10%)
* Recommend service and product improvements to transform the Service from a reactive to a proactive approach – (5%)
* Attend AGFA HealthCare product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions – (10%)
Location
Location: Leeds, UK (hybrid working, 50% at home and 50% in our office in Leeds)
Requirements
* IT Diploma or Degree (qualification by experience accepted)
* Minimum of 2 Years in Customer Service Application Support
* Proven track record in providing high-quality support for customer-facing applications.
* Proficiency in IT Service Management (ITIL)
* Demonstrated experience with ITIL best practices and frameworks for efficient service management.
* Proven ability to manage and implement change within an organization effectively. Experience in Change Management.
* Expertise in Healthcare Imaging Solutions (PACS/RIS)
* Experience with Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS).
* Understanding of DICOM and HL7 Standards.
* Knowledge of operational processes within hospital and radiology environments.
* Experience in Technical Application Support
* Proficient in Server Operating Systems (Windows Server and Linux), certifications are highly desirable.
* Experienced with Database utilisation (Microsoft SQL and Oracle).
* Experience in Applications within virtualized environments (VMware).
* Knowledge of High-Availability systems and Disaster Recovery within critical infrastructure environments.
Benefits
We offer :
* A permanent position in a multi-disciplinary and multi-cultural team in a challenging and international environment. Opportunities to learn & grow, to make a difference and contribute to the next generation of AGFA products
* We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package.
Job Segment: System Administrator, Technical Support, Radiology, Change Management, Oracle, Technology, Healthcare, Management
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