Service Desk Analyst
Electronic Health Solutions
مجموع سنوات الخبرة :14 years, 8 أشهر
*Hakeem program is the first national e‐Health initiative in Jordan, which implements The Veterans Health Information Systems and Technology Architecture (VistA), used throughout the United States Department of Veterans Affairs (VA) medical system, And i working with the following responsibilities :
• Provided a single point of contact for all users to report problems and assist to raise service requests.
• Logging All users incidents or request according to classification and categorization.
• Provided first level technical and IT support to end users for troubleshooting problems.
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Diagnosing and resolving a wide range of technical issues over the phone.
• Escalating calls and issues where necessary to senior managers & team leaders.
• Answering & responding to all calls & requests within agreed time scales.
• Provide troubleshooting and configuration support for client desktop and networking environment.
• Keeping customers updated as to progress.
• Acting as an escalation point.
• Liaising with change management (PMO Approvals).
• Producing statistics and management reports .
• Managing Hardware assets into Monitoring tools "Zenoss, Nagios" .
• Managing users and PC's through Active Directory.
• Provide on-sight Training on VistA Medical Software and Computer Skills for Physicians and nursing and other Medical service provider.
•Incident Management and Resolution.
•Problem Management and Resolution.
•Provide remote support to users when needed to resolve issues or provide clarifications to queries.
•Provides customer support services on the company platforms.
•Troubleshoot technical problems and provide solutions to customers.
•Diagnosing and resolving technical issues using standard help desk procedures and tracking applications.
• Issuing insurance contracts
• solve the problems that meet them
Oracle programmer.
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