ICT System Specialist

Job Title: ICT System Specialist

Department: Information and Communication Technology (ICT)

Reports To: Infrastructure Manager

Role Purpose:

The ICT System Specialist provides first-line support through the ICT service desk or onsite at business unit level to resolve ICT-related technical problems. This role is critical in ensuring minimal disruption to hospital operations by resolving technical issues efficiently, maintaining service records, and escalating unresolved issues when necessary.

Key Responsibilities:

1. Identify and Classify ICT Requests

• Respond to ICT service desk calls and provide telephonic support as per company policy.
• Ensure calls are answered within the first 5 seconds and resolved within 2.5 minutes according to company standards.
• Participate in constant monitoring of the team’s ticket queue.
• Resolve support requests raised via email in a timely manner.
• Demonstrate customer service-oriented verbal and written communication skills.
• Utilize the ICT call center and maintain high-quality service as reflected in log-in time reports and customer satisfaction surveys.

2. Determine the Best Solution Based on User Issues

• Use remote access software effectively to resolve issues reported by staff.
• Provide relevant onsite support to business units as needed.
• Follow clinic proactive visit rosters and participate in changes, projects, or planned ICT activities.
• Share knowledge gained from unique problems with the rest of the team.

3. Escalate Unresolved Issues Appropriately

• Assign tickets promptly and accurately to relevant ICT teams based on troubleshooting results.
• Accurately document all relevant ticket information to minimize the need for callbacks.
• Follow up regularly on high-profile tickets to ensure resolution and maintain customer satisfaction.
• Link related tickets to improve efficiency and prevent delays.

4. Maintain Accurate ICT Service Records

• Accurately log all requests for assistance in the IT Service Management tool.
• Ensure proper categorization, requester name, and contact information are recorded.
• Process tickets according to SLA-defined service standards.
• Include all relevant information in tickets escalated to Level 2+ teams.
• Create and maintain Knowledge Base articles.
• Link appropriate Configuration Items (CIs) to each ticket.
• Ensure ticketing data is accurate through regular quality checks and customer service surveys.

Skills & Qualifications

Essential Minimum Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or an equivalent ICT degree from an accredited institution.
• Minimum of 1 year of experience in an ICT support service environment.

Desired Experience:

• Hands-on experience with ICT ticketing systems and call center support workflows.
• Experience working in healthcare or hospital environments.

Desired Education & Skills:

• Certification in ITIL v3 Foundations.
• General knowledge of first-line technical problem solving for hardware and software issues.
• Familiarity with IT Service Management tools (e.g., Cherwell).
• Strong verbal and written communication skills with a customer service orientation.
• Ability to complete necessary documentation and maintain detailed records.
• Basic to intermediate ITIL skillset in incident, change, problem, and request management.