The Role:SummarySingle point of contact for Enterprise Management Application Support L1, L2 and L3.ResponsibilitiesC3A2?C2A209Root Cause Analysis - Providing Level 2 or 3 product support to the client at designated location C3A2?? centrally or in respective regional hospitals.C3A2?C2A209Timely resolution of problems reported by the userC3A2?C2A209Escalation of issues were necessary to the Helpdesk ManagerC3A2?C2A209Report software bugs and aggressively follow-up on fixesC3A2?C2A209Provide input on task status and estimates to complete support issuesC3A2?C2A209Document issues, analysis trends and also assists in identifying training needs in the hospitals for training managerC3A2??s attentionC3A2?C2A209Define change and risk management strategies to assure early identification and complete, expeditious resolution;C3A2?C2A209Provide a framework for developing fundamental support management skills in the team to ensure effective tracking of support call status;C3A2?C2A209Receive, record, monitor and resolve technical issues and resolutions (whether faults or other operational issues) for Users of the HIS systemC3A2?C2A209Ensure that the HIS Helpdesk Service for end user is available during working hours from Monday to Friday, 5 days per week, excluding Saturdays, Sundays and Public Holidays. C3A2?C2A209Register each and every call reported by an end user in the Internal Issue tracking tool and generates ticket for every call reportedC3A2?C2A209Provide day to day support/application/training consultancy to the support team.C3A2?C2A209Track status and provide status reportingC3A2?C2A209Promote adherence to the SLA and endeavor to achieve ITIL standards in managing the service helpdeskC3A2?C2A209Track issues and manage the resolution processSkills Experience:EssentialC3A2?C2A209To keep track of calls and the status, a computer based Call Management SystemC3A2?C2A209Ensure that the EM Level 1, Level 2, Level3 Support be provided securely.C3A2?C2A209Monthly reports will be provided with performances measures.C3A2?C2A209Sound Knowledge of EM application customer needs of department is very essentialC3A2?C2A209Good spoken and presentation skills are essential.C3A2?C2A209EM CertificationDesiredC3A2?C2A209Understand Health IT initiatives in a Public Health setting and its objectives and have played a similar role in the pastC3A2?C2A209ITIL CertifiedOptionalC3A2?C2A209MCSE CertifiedBasic QualificationsBachelor's degree or equivalent combination of education and experienceFive or more years of customer service or other operations experienceRelevant supervisory experience includedExperience working with the company's products and systemsExperience working with all customer support areasOther QualificationsStrong business and analytical problem solving skillsStrong communication skillsStrong ability to multi-task and work independentlyWork EnvironmentOffice environment