L1 Epic Support Analyst

Infinite Computer Solutions; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Infinite Computer Solutions is seeking an IT service desk professional to support hospital staff using Epic. You will log, triage, and resolve access and how-to issues, and escalate to L2 with full records.

The role includes participating in Infinite's Epic readiness programme and certification, with handovers between Dubai and US teams. Candidates should have a track-relevant bachelor’s with 60% across academia, Versant 58+, and willingness to relocate to Dubai, plus strong written English.

Qualifications

• Bachelor's degree in a track-relevant field with at least 60% in10th, 12th, graduation and any postgrad.
• Versant score of 58 or above.
• Willingness to relocate to Dubai and clear written English.

Responsibilities

• Log, categorise and prioritise incidents and requests in ServiceNow within the client’s SLA.
• Resolve login, password, Hyperspace and Citrix access, printer and device-mapping issues, and how-to questions from the knowledge base.
• Reproduce reported problems with steps and screenshots, then escalate to L2 with all details captured.
• Update users in writing and close tickets with clear resolution notes.
• Write and update knowledge articles for repeat issues.
• Give and take the shift handover between the Dubai and US teams.
• Complete Infinite's Epic readiness programme, then Epic training and certification.

Skills

Written English

Communication skills

Education

Bachelor's degree (track-relevant)

60% average across 10th/12th/graduate/postgrad

Tools

ServiceNow

Epic

Hyperspace

Citrix

ITIL Foundation

Job description

Summary.

First line of support for hospital staff using Epic. Logs and triages every ticket, resolves access and how-to issues, and hands the rest to L2 with a complete record. Progresses to Epic certification and the L2 role.

Responsibilities

• Log, categorise and prioritise incidents and requests in ServiceNow within the client's SLA.
• Resolve login, password, Hyperspace and Citrix access, printer and device-mapping issues, and how-to questions from the knowledge base.
• Reproduce reported problems with steps and screenshots, then Escalate to L2 with all details captured.
• Update users in writing and close tickets with clear resolution notes.
• Write and update knowledge articles for repeat issues.
• Give and take the shift handover between the Dubai and US teams.
• Complete Infinite's Epic readiness programme, then Epic training and certification.

Must have.

Track-relevant bachelor's with 60% in 10th, 12th, graduation and postgraduation (if any); Versant 58 or above; agreement to shifts and relocation to Dubai; clear written English.

Preferred.

Postgraduate degree in hospital, health or Health IT management; experience in US healthcare operations, a clinical role or an IT service desk; ITIL Foundation; ServiceNow.