Informatics Technical Service Specialist, Core Diagnostics (Outsourcing Contract)

Key Decision Rights:
A technical expert focused on end-to-end delivery of the AlinIQ Digital Health applications. Along with the technical aptitude, this role is client facing and individuals need to also have excellent communication, critical thinking, and other soft skills to ensure high client satisfaction
Major Responsibilities
•Become a trusted advisor to customers and ensure all IT projects are delivered and executed as per Statement of work (SOW) to meet the customer expectation and vision
•Assists in the preparation of statement of work documents, ensures that all relevant information is recorded
•Specifies the appropriate hardware solution for our IT solutions and where appropriate liaises with third party IT hardware providers
•Performs initial workflow analysis prior to onsite deployment activities
•Performs the software installation and configuration (including OS, application and database)
•Delivers structured software application product training to the end user
•Provides comprehensive support for all entire IT solution. Support may be delivered by telephone, remote access or on-site
•Achieves consistent high level of customer satisfaction as measured by NPS
•Supports the sales team to manage all post-sales IT activities and provide expert knowledge
•Maintain and develop new business with existing customers throughout their contract by optimizing our IT products and quality of service
•Use customer contact activities tools and systems, and update relevant information held in these systems
•Supports the commercial procurement process by assisting in the provision of technical information and responses