About the Role
This is a key position in our organization, providing essential support to end users as their primary point of contact.
The role combines IT service delivery with procurement, administration, stock management, and high-volume incident handling, requiring a unique blend of skills.
Key Responsibilities
* Procurement Management: Responsible for purchasing, receiving, and distributing IT equipment and consumables in a timely and efficient manner.
* Supplier Liaison: Establishes and maintains effective relationships with suppliers to fulfill purchase requests promptly.
* Record Keeping: Maintains accurate records in procurement and IT service management systems.
* Ticket Management: Triage, categorize, prioritize, and log high volumes of tickets into the IT service management system efficiently, ensuring timely resolution of issues.
* Issue Resolution: Diagnoses and resolves common hardware, software, network, and VPN issues according to established service level agreements.
* Escalation: Promptly escalates complex issues to ensure prompt resolution.
* Data Management: Ensures the accuracy and integrity of data entered into the IT service management system for reporting purposes.
* Data Quality: Demonstrates understanding and commitment to collecting and utilizing high-quality data.
* Reporting: Accurately records and enters clinical and administrative data into information systems to maintain quality and integrity.
Required Skills and Qualifications
* Administrative Support Experience: Proven experience in providing administrative support, preferably in an IT setting (healthcare experience desirable).
* Communication Skills: Excellent phone etiquette and communication skills; adept at handling high volumes of diverse user calls.
* Multitasking: Demonstrated ability to multitask effectively during peak ticket demand.
* Autonomy and Collaboration: Ability to work autonomously and collaboratively in a team environment.
* Customer Orientation: Strong customer orientation and sensitivity to confidentiality—especially in a clinical/healthcare environment.