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Your role:
• Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Receives & registers requests or problems coming in from all media channels.
• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.
• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site.
• Acts as escalation Initiator on Customer service escalations, and provides a clear escalation description of steps taken forduring normal service delivery process steps.
• Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up
You're the right fit if:
incident resolution and Ticket management
Experience with HIS and PACS
Technical Skills on OS (windows Server 2008-2019)
Basic networking understanding (VLAN, Load Balancer, Switches)
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