IT Support Engineer

Everlight Radiology

Everlight Radiology is a global radiology partner that provides healthcare professionals with highly responsive, accurate, and resource-efficient services to support healthcare professionals and enhance patient care. It's never 'after-hours' at Everlight Radiology. Our vision is to make quality radiology globally accessible with ever-improving standards of practice. We operate 24/7, 365 days a year.

Everlight Radiology in the UK and Ireland provides rapid, quality, general, and sub-speciality reporting services to support UK, Australian, Irish, and New Zealand-based radiology departments while providing a 24/7 service. Their unique business model has allowed them to survive and thrive during the COVID-19 pandemic, offering exceptional coverage to hospitals needing urgent teleradiology services using radiologists reporting from home globally.

The company has a well-defined strategy to provide a vital and unique source of emergency radiology reporting capacity to existing and new markets. It is working to ensure Everlight radiologists, who are spread and interconnected globally, operate in the most productive and safe environments so patient care is of the highest standards around the clock.

Scope of Position:

As an IT Line Support Analyst, you will play a crucial role in supporting our IT operations by serving as the initial point of contact for all IT-related issues within the organisation, particularly for our radiologists. Under the supervision of the Global Service Desk Manager, you will collaborate closely with the IT team and our users to ensure smooth and efficient IT operations. This role requires a proactive approach to problem-solving and an eagerness to engage in continuous learning and improvement initiatives in our IT support services.

Primary Responsibilities:

• Serve as the initial point of contact in the IT support call centre, promptly answering calls per the service level agreement, documenting user issues in the ticketing system, and addressing them.
• Offer technical assistance to both in-house and external clients, including Radiologists.
• Ensure timely and professional resolution of incidents and service requests.
• Diagnose and resolve fundamental technical issues involving hardware and software, with on-the-job training available for support.
• Address client issues, manage workflow-related troubleshooting, and escalate significant hardware or software problems.
• Follow established departmental policies and procedures.
• Maintain communication with customers about the progress of their tickets to set expectations and promote satisfaction.
• Configure, deploy and support end-user computing.
• Keep an accurate record of hardware inventory in the asset register.
• Support the Radiologists by aiding in the setup and deployment of hardware.
• Engage in project work and other tasks as assigned.
• Your work includes compressed working hours, a -hour 7working day over a 6-day week (including a weekend). This will either be Mon-Sat or Sun-Fri. Your manager will determine your working pattern.
• You will be compensated with 1 day's TOIL (Time off in Lieu) if you work on a bank holiday.
• Adhere to working hours that start no earlier than 09:00 AM and end no later than 5:00 PM (UAE Time zone). If travel to a radiologist’s home is outside working hours, you will be provided equivalent time off in lieu.
• Participation in hardware/software rollout.
• Facilitating the end user in troubleshooting IT hardware and software issues.
• Prepare accurate paperwork and facilitate the in-house team in carrying out technical evaluations.
• Execute the required research to create accurate documents and reports.