Senior IT Helpdesk Officer

Job Purpose: Provide technical support to hospital staff, ensuring prompt resolution of IT incidents and service requests. The role ensures continuity of IT services across clinical and administrative areas by efficiently addressing hardware, software, and network-related issues, contributing to uninterrupted hospital operations, patient care, and regulatory compliance. Roles and Responsibilities: - Ensure work is performed based on approved policies, processes, procedures, and instructions - Identify opportunities for continuous improvement of systems, processes and practices taking into account leading practices, cost reduction and productivity improvement - Ensure day-to-day activities are properly performed in line with policies and procedures - Follow-up on escalated cases/issues of subordinates to ensure they are closed efficiently and in a timely manner - Ensure operational excellence in IT systems to enhance hospital performance, patient safety, and service availability. - Implement IT quality assurance frameworks, policies, and procedures across all IT services. - Provide first and second-line IT support for end-users, resolving issues related to EMR, HIS, clinical systems, desktop hardware, printers, telephony, and basic network connectivity. - Log, monitor, and resolve service desk tickets in the IT Service Management (ITSM) system according to SLA priorities. - Escalate unresolved incidents to appropriate technical teams while maintaining ownership of the issue until closure. - Perform advanced troubleshooting of hardware and software issues affecting clinical and non-clinical departments. - Provide timely on-site or remote support during critical hospital operations, including operating rooms, ER, and patient care areas. - Document issue resolutions and contribute to the internal knowledge base. - Process user account creations, modifications, and deactivations in hospital systems while adhering to access control policies. - Assist with system password resets, permission updates, and application installations based on approved requests. - Install, configure, and maintain end-user devices including desktops, laptops, tablets, and mobile devices in clinical and administrative areas. - Perform hardware diagnostics and coordinate replacements or repairs as necessary. - Assist in IT asset tracking, tagging, and inventory management in collaboration with the IT asset coordinator. - Maintain accurate records of hardware assignments and support asset audits as required. - Prepare daily/weekly reports on service desk performance, issue trends, and resolution times. - Assist with IT operational documentation, user guides, and training materials. - Participate in IT training/awareness programs for end users to align with hospital service improvement goals - Act as escalation point, mentor junior staff, handles complex tickets. Provide KPIs such as first-call resolution rate, ticket closure SLA compliance. Requirements: Knowledge and Experience: 3–5 years of experience in IT helpdesk or technical support, preferably in a healthcare or hospital environment. Familiarity with hospital information systems (HIS, EMR), clinical workflows, and administrative applications. Working knowledge of MOH, CBAHI, and JCI IT service expectations is preferred. Hands-on experience with ITSM tools (ManageEngine, Service Now, Jira, or similar).Education and Certifications: Bachelor’s degree in Information Technology, Computer Science, or related field. Skills: Advanced troubleshooting skills in hardware, software, and network basics.