ICT Support Officer

Description

Aspen Medical is seeking qualified and experienced candidates for the position of ICT Support Officer. The purpose of this role is to deliver Level 1 ICT support services across HCF’s clinical and non-clinical environments. This role acts as a first point of contact for ICT-related incidents and service requests, ensuring timely resolution while supporting continuous hospital operations and patient care delivery. The position plays a critical role in maintaining availability, reliability, and security of end-user systems, including clinical applications, devices, and digital services.

The roles and responsibilities of this position include:

• Act as the first point of contact for all ICT incidents and service requests across hospital sites
• Log, categorise, prioritise, and track incidents using the ICT service management system
• Provide timely first-level resolution for hardware, software, network, and access-related issues
• Escalate complex or unresolved issues to Level 2/3 ICT teams or vendors as required
• Communicate effectively with users regarding incident status, resolution, and expected timeframes.
• Provide ICT support across clinical environments, ensuring minimal disruption to patient care
• Prioritise incidents impacting critical systems (e.g., EMR, radiology, laboratory systems)
• Support clinical applications and workflows in collaboration with applications and infrastructure teams
• Assist users with system access, login issues, and basic application troubleshooting
• Provide on-site and remote support across wards, departments, and facilities
• Configure, deploy, and support desktops, laptops, printers, mobile devices, and peripherals
• Ensure all devices are maintained in accordance with ICT standards and security policies
• Assist with device provisioning, replacement, and decommissioning activities
• Maintain accurate records of ICT assets and assigned equipment
• Able to perform basic to intermediate level of network troubleshooting.
• Record incidents with appropriate classification, symptoms, and resolution details
• Track issues from initiation through to closure, ensuring full documentation
• Identify recurring issues and escalate for root cause analysis and long-term resolution
• Support major incident response and service restoration activities.
• Support ICT operations in a 24/7 healthcare environment, including after-hours assistance when required
• Assist during system changes, upgrades, and maintenance activities
• Ensure adherence to Service Level Agreements (SLAs) and change management processes
• Other duties assigned by the Team Leader Service Desk or Manager ICT.

Experience and Qualifications Required

• Degree in Information Technology, Information Systems, or related field
• 2 – 3 years’ experience in ICT Service Desk or End-User Support role
• Experience supporting Microsoft Windows and Microsoft 365 environments
• Strong troubleshooting and problem-solving skills across hardware and software issues
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and manage multiple incidents in a fast-paced setting
• Understanding of basic ICT service management principles (ITIL exposure advantageous)
• High level of professionalism, integrity, and ability to handle confidential information
• Willingness to work flexible hours, including after-hours support
• Experience working in a hospital or healthcare environment
• Exposure to clinical systems (EMR, PACS, LIS, etc.)
• Knowledge of endpoint management, device imaging, and ICT asset management
• Understanding of ICT security and compliance requirements in healthcare
• Commitment to continuous professional development and certification

Contact Information

Culture: Aspen Medical offers exceptional career opportunities, exposure to exciting and cutting-edge projects and an opportunity to work with people who are genuinely passionate about what they do.

Our Benefits:

• Professional development opportunities (we will contribute towards training courses of interest that will assist you in developing in your role)
• Paid Family Care leave
• On site ongoing wellness programs
• Flexible working options as applicable
• Opportunities to work and learn with/from the Aspen Global Team of experts

For any queries on the position, please contact us via email [email protected]

We value diversity and inclusivity in the workplace and actively encourage applications from qualified candidates from diverse cultural backgrounds or those with disabilities