I-MED

About I-MED

This role will be providing first level support to I-MED Radiology’s Internal users on a 6 month contract assisting with the implement of new software within the company. We are looking for someone who is passionate about providing their customers with a high level of service and support. The focus of your role will be to achieve high resolution rates within defined service levels. This is primarily a phone based support role with occasional field work for site visits, ideally you will have IT experience with some exposure to 2nd level support, working Monday to Friday with coverage between 8am-6pm. About you: You will have practical experience in delivering to Service Management disciplines with ITIL experience preferred. You have experience providing support to customers via phone and email along with experience achieving KPIs and service level targets. You will work well under pressure and be able to deal with high priority issues. You will have excellent problem-solving skills and be able to work independently. You will have excellent communication skills and are enthusiastic about customer service. To be successful in this role you will have previous experience working in a call centre or service desk environment with demonstrable experience supporting the following technologies: Experience with commercial call logging tools such as ServiceNow or Microsoft System Centre Service Manager Microsoft Operating Systems (Windows 7 and Windows 10) Microsoft Office 2010, 2016 and Office 365 Beneficial experience but not a requirement: Experience with Radiology Information System (RIS) and/or Picture archiving and communication system (PACS) is highly regarded Windows Server (Active Directory and MS Exchange) Key accountabilities will include: Accountable for and actively contribute toward the achievement of Customer Service Levels. Provide high quality technical support over the phone Some field work for site visits but primarily a phone based role Monitor telephone queues & answer calls within stated guidelines Record and update calls (via phone, email & web) accurately in the Enterprise Toolset Provide resolution over the phone through investigation and diagnosis, using remote system management tools Assign records accurately to resolver groups Liaise with internal and external vendors to satisfy customer queries

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Company Info

Company Type: Public

Company Size: 1001 - 5000

Revenue: 0.5 - 1 billion (AUD)

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