ICT Support Engineer
Go To Outsourcing, United Kingdom
Job Description
Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 3,000 laboratories across 34 countries. Headquartered in Tucson, Arizona, and Chertsey, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.
Role Summary
• To support and advise all CliniSys Group staff to a professional standard.
• To implement, support and develop all internal ICT systems.
• To help deliver a high standard of service daily by building and maintaining good customer relations, prioritising tasks accordingly and identifying service improvements within the team.
• To assist the wider ICT team with project work where feasible.
Reports to: ICT Service Delivery Manager
Key Duties
• To work with and follow the guidance of the ICT Service Delivery Team Lead.
• To participate in an on call rota (UK only at this time)
• To be responsive to reasonable requests from your line manager
• Plan and implement upgrades needed to maintain service levels, ensure ICT systems are performant and systems in use are current in line with the ICT roadmap.
• To carry out ICT project based activity both internally and on site at all CliniSys offices, as and when required, completing project tasks as set out by the ICT Service Delivery Team Lead.
• To recommend or input into ICT strategies, policies, and procedures by evaluating current outcomes; identifying problems; evaluating trends and anticipating requirements.
• General implementation, configuration and support of the ICT function and systems on a day to day basis. This will include but is not limited to the following.
• To be responsible for the administration of all incidents raised with the ICT service desk.
• To ensure the correct the level of coverage on the ICT service desk to meet the core working hours of the business.
• To establish and maintain high levels of incident ownership - resolving, progressing, and managing all calls to a satisfactory conclusion on the ICT incident management system, ensuring that appropriate parties (including the end user) are kept up to date on incident progress.
Key Skills, Abilities and Experience
- Strong motivational skills can deliver tasks in difficult circumstances.
- Excellent decision making, problem solving and troubleshooting skills.
- Excellent verbal and written communication skills; including communicating with technical and non-technical internal clients and staff at all organisational levels.
- High level of customer service skills.
- High levels of commitment and ability to act when necessary.
- Adaptability / flexible to changing demands with the ability and willingness to work independently.
- Ability to implement and manage change.
- Understanding of the ITIL framework would be welcomed.
This role is based in our Chertsey office, with option of Hybrid working.
Depending on the experience of the candidate’s skills and expertise, CliniSys offers a competitive basic salary plus a generous package and great work environment