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IT Support Specialist

2 months ago

Brisbane, Queensland, Australia I-MED Full time

About I-MED Radiology Network

We are a leading provider of medical imaging services, committed to delivering excellence in patient care and operational efficiency. Our dynamic and expanding team is seeking a skilled IT Support Specialist to join our ranks.

Job Summary

We are seeking a highly motivated and customer-focused IT Support Specialist to provide technical support to our internal staff. The successful candidate will be responsible for delivering high-quality customer support, troubleshooting technical issues, and escalating complex problems to higher-level support teams.

Key Responsibilities

  • Service Delivery and Communication Management
    • Deliver exceptional customer support through various communication channels.
    • Communicate effectively with users, providing clear instructions to resolve their issues.
    • Document and track service requests accurately, ensuring prompt resolution and follow-up.
  • Problem Solving
    • Utilize diagnostic tools and resources to identify and address technical issues efficiently.
    • Troubleshoot and resolve technical problems related to healthcare-specific software.
    • Escalate complex issues to higher-level support teams when necessary.
  • Time Management and Methodical Thinker
    • Prioritize and manage multiple tasks simultaneously, ensuring timely resolution of service requests.
    • Work methodically to resolve problems and conversations in a courteous and efficient manner.
  • KPI Measures
    • Achieve and maintain high levels of customer satisfaction through effective call handling.
    • Meet or exceed KPIs such as first contact resolution rate, response times, and ticket closure times.

Requirements

  • Previous experience in a service desk or technical support role within healthcare is a plus.
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities and attention to detail.
  • Ability to manage time effectively and work methodically under pressure.
  • Familiarity with support ticketing systems and KPI metrics.

Why I-MED?

We offer a supportive and innovative work environment, with opportunities for professional growth and development. If you're a motivated and customer-focused individual looking to make a difference in the healthcare industry, we encourage you to apply.