Helpdesk Support Engineer - #1785665

Job Description

Helpdesk Support Engineer

Summary:

Working as part of the Helpdesk team you are responsible for successfully delivering operational support to our customers. You have a passion for service and a good sense of quality. Your main responsibilities are to record, investigate and resolve any incidents, requests or problems our customers may experience while using our products.

Your choices and your way of working show professionalism, quality, knowledge, speed and friendliness in serving our customers.

Technical knowledge and experience are required to provide customers with the best possible service. You are highly interested in our products and you are driven to gather the right knowledge to deliver second to none customer support to our customers.

You contribute to a good team spirit. The team spirit is characterized by openness, humour, passion and motivation. You show a great sense of responsibility and are able to observe and cover a colleague’s work where needed. You have an entrepreneurial working method in your daily functioning, and regularly come up with practical improvement proposals for the functioning of the team and Helpdesk. As a team, we work towards acknowledged service delivery standards, in particular ITIL, so you will be part of a team that continually reflects on improving performance and customer satisfaction.

Responsibilities:

• Answering incoming telephone calls from customers and logging these cases in our CRM system.
• Responding to any other contact from our customers, such as email enquiries or portal requests.
• You will ensure that all cases have the minimum required data to allow investigation.
• Technically understanding when to escalate to Level 2 or other (external) resolver groups.
• Knowing and adhering to the processes, procedures and work instructions used within the Helpdesk to provide the various services to the satisfaction of our customers.
• Always check the customers’ service contract. In case of uncertainty regarding the contract, the first action will be to help the customer. The research to resolve any uncertainties is started in parallel.
• You will ensure that all new cases are assigned to the appropriate resolver group (usually L1 in the first instance) and that this assignment is notified clearly.
• You will manage your own incident cases ensuring that these are dealt with in a professional, polite and timely way.
• Customer escalations and major incidents are handled effectively. Ensuring regular communication to parties involved as well as knowing when to hand over to a higher level, be it technical or management.
• You will retain ownership of and managing the escalation of all incident cases. Where necessary you will chase resolver groups for updates.
• You ensure that contact with the customer is maintained by regularly providing feedback and that our service levels are met.
• Knowing and using the various tools that are used on the Helpdesk effectively and efficiently. This includes our CRM, telephone system, mailboxes, internal Omnicell systems and knowledge bases.
• You will undertake remote troubleshooting of Omnicell-retailed equipment, Windows Server and other devices and infrastructure.
• You will support our Field Service Technicians by performing remote diagnostic and troubleshooting prior to escalating an issue to this team.
• You are in frequent contact with our Field Service Technicians as you will be allocating incident cases to the appropriate engineer and supporting them as required.
• You will display initiative and be able to assess new issues to gather pertinent information.
• You will maintain our asset register in the relevant tools.
• You will be involved in analysis of department performance and other continuous improvement activities.
• Any other duties related to this role, supporting our installation teams and our customers.
• You will be required to participate in an on-call rota, comprising of out of hours telephone triage on weekday nights and public holidays
  
  
  

Required Knowledge and Skills:

• At least 3 years experience in a comparable customer services position.
• Excellent customer services skills.
• Willingness to learn and progress is essential.
• Excellent organizational skills.
• Good general computer skills, particularly in Excel, Windows and Windows Server.
• Working knowledge of computer hardware and networks is required
• Fluent in English. (and another-country specific-language.)
  
  
  

About Us

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”  

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy. 

Our guiding principles inform everything we do: 

• As Passionate Transformers, we find a better way to innovate relentlessly. 
• Being Mission Driven, we consistently deliver on our promises. 
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. 
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• Intellectually Curious, eager to think deeper to learn and improve.
• In Doing the Right Thing, we lead by example in ALL we do. 
  
  
  

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

About The Team

Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected] .

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.