Job Description Summary As part of the Service Desk Team the Service Desk Engineer will be responsible for case handling that includes incident resolution as well as working on service requests raised by phone, web form or email by the customers. The Service Desk Engineer will be in direct contact with our customers and will build up a strong relationship to them. You should have a good communication style and be experienced in explaining complex technical situations to non-IT experts. Overall, you will also work within a Cross-European Service Desk Team to ultimately ensure the customer is satisfied. In addition to this you will be part of the on-call team and participate regular on the on-call roster. As the High Acuity Care Team is a small group of people per country, time to time assignments to Install & Upgrade Team or to Applications Team may be needed and there might be business travel in these situations. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world. Job Description Responsibilities - Case handling as an L2 engineer in an IT environment. - Managing incoming cases within the defined SLA - Complete initial investigation to either close case or escalate case to higher service level - Contribute to knowledge management by conduct technical articles and work around - Contribute to proactive monitoring initiatives - Evaluation of incidents within a fast-moving environment to determine priority and urgency and resolution of technical and application incidents, employing workflow and IT product knowledge - Owner of customer communication and to ensure increased customer satisfaction by ensuring that issues are dealt with according to SLA - Acting as customer focal point to address customer incidents provision of upgrade - Manage diverse range of customer incidents & service request liaising with local and central teams to ensure customer satisfaction and maintained of SLA - Assist customers with applications or clinical workflow related requests and questions - Define and communicate root cause analysis both internally and externally - Determine repeated incidents and translate these into problem record - Develop product expertise to become regional SME - Contribute to knowledge sharing initiatives - Mentor with and assist experienced resources to provide efficient service - Lead preventative maintenance and ensure service records are updated accordingly - Ensure that administrative tasks such as case documentation and debriefs are complete to the appropriate level of expertise - Provide technical expertise and assist with leading edge product knowledge and close working relationships with Remote Operations Centers (Level 3) and level 4 support; ensuring prioritization of issues coming from the Service Desk that cannot be resolved - To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices - To continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned - To ensure that the service desk actively participate in improving the usability and reliability of GE HealthCare products - Provision of incident analysis information and working in partnership with Service Delivery managers Qualifications - Degree in an IT related field or equivalent - Technical experience with computer systems, networking, databases and user support - Strong influencing and relationship management skills - Excellent analytical and communication skills including ability to provide clear and concise status to senior management Desired Skills - Completed ITIL foundation V3 - Technical knowledge around Windows Server operating systems - Knowledge in Windows Client administration - Understanding/Experience of clinical workflows and data flows within healthcare environments - Basic experience with Clinical Applications, preferable from High Acuity Care area - Provides constructive input when requesting support to other expertise levels - Illustrates IT mindset, knowledge of IT infrastructure and products - Constantly exhibits customer focus demonstrating a customer-first attitude, knowing he/she is representing GE HealthCare - Consistency demonstrates tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situation to maintain good relationships with customers; communicate in a professional, respectful manner Inclusion and Diversity GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Behaviors We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity. Total Rewards Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration and support. LI-MG1 LI-REMOTE Additional Information Relocation Assistance Provided: No