Role & responsibilities

Job Title: L1 Support Desk (Functional Consultant) - Hospital Information System (HIS)
Department: IT/Support
Location: Mumbai

Job Summary:

We are seeking a dedicated L1 Support Desk Analyst to provide first-level technical support and implementation assistance for Hospital Information System (HIS), LIMS, and RIS applications. The role involves working closely with internal users, troubleshooting operational issues, and ensuring smooth system functionality within a healthcare environment. The ideal candidate should have a strong understanding of hospital workflows, clinical modules, and excellent problem-solving skills. This position requires attention to detail, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities:

- Provide first-level technical support to internal users for HIS, LIMS, and RIS applications via phone, email, and ticketing systems.
- Troubleshoot and resolve daily operational issues efficiently while maintaining service level agreements (SLAs).
- Analyze, document, and escalate complex issues to L2/L3 support teams when required.
- Collaborate with healthcare professionals to understand business requirements and translate them into effective system solutions.
- Implement healthcare domain best practices within the HIS workplace to optimize workflows and increase efficiency.
- Conduct system testing, upgrades, and maintenance to ensure the stability and security of applications.
- Gather business requirements and contribute to solution design while ensuring compliance with healthcare industry regulations and standards.
- Prepare technical documentation such as system specifications,



user guides, standard operating procedures (SOPs), and training materials.
- Provide on-call support for troubleshooting and issue resolution outside of regular working hours as needed.
- Manage internal user accounts, including Attune ID/ICCA creation, password resets, and access permissions.
- Ensure timely Problem Report (PR) issue resolution within 2.5 hours and maintain accurate records of support requests.
- Monitor system performance, generate reports, and provide recommendations for continuous improvements.
- Demonstrate knowledge of hospital terminology (e.g., OPD, IPD, discharge process, radiology) to effectively assist end-users.
- Maintain up-to-date knowledge of HIS application features, enhancements, and recent releases to provide the best support possible.
- Collaborate with IT teams to implement cybersecurity policies and ensure data confidentiality within HIS applications.

Qualifications & Experience:

- Bachelors degree in IT, Healthcare Informatics, Computer Science, or a related field (preferred).
- 1-2 years of experience in HIS, LIMS, and RIS support and implementation.
- Proficiency in clinical modules, billing, materials management, medication management, ward management, surgery, laboratory, and radiology within HIS.




- Strong understanding of healthcare domain best practices and industry standards such as HIPAA, HL7, and ICD coding.
- Experience in managing user accounts (Attune ID/ICCA) and access control policies.
- Proven ability to resolve PR issues within the defined timeframes while maintaining accuracy and efficiency.
- Prior experience within Reliance or a similar healthcare setting is a plus.
- Willingness to work night shifts (mandatory) and handle high-pressure situations.

Required Skills:

- HIS, LIMS, and RIS application knowledge
- Healthcare domain expertise
- Troubleshooting and problem-solving skills
- Strong communication (written and verbal)
- Technical documentation and training
- Client and stakeholder management
- Time management and multitasking
- Teamwork and collaboration
- IT support ticketing systems (e.g., RService Desk, Ameyo CRM)
- Basic networking knowledge and system administration

Work Environment:

- The role involves working in a 24/7 IT support environment, requiring rotational shifts including weekends and public holidays.
- Interaction with clinical staff, IT teams, and business stakeholders regularly.
- Requires the ability to work under pressure and manage multiple priorities effectively.

This role is an excellent opportunity for professionals looking to contribute to the healthcare IT domain by ensuring seamless operations of hospital information systems. If you are passionate about healthcare technology support, we encourage you to apply!

Interested candidates share the updated resumes on [email protected] and also can call on (phone hidden)

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