HIS Helpdesk & Training Manager

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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

Complementary :

organisme public à Qatar
Si vous possédez les qualifications requises pour le poste, merci  d'envoyer votre CV en anglais à l'adresse email:  hr@connectgateway.ma

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Publié le 22 novembre, 2017

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