Job Summary

The IT Support Officer at Noor Health Limited will provide comprehensive technical support across all IT functions within the organization. The role requires hands-on experience in HMO operations and a solid understanding of how technology supports healthcare services such as claims management, member services, and provider interactions. The ideal candidate will ensure efficient system performance to support the delivery of quality health services.

Responsibilities

Technical Support & Troubleshooting

• Provide first-level IT support to end-users, resolving issues related to hardware, software, and network connectivity.
• Deliver specialized support for Noor Health applications, particularly those related to HMO functions such as enrolee management, claims processing, and provider interfaces.
• Troubleshoot issues in real-time and escalate complex problems to the appropriate support channels or vendors.
• Support users in optimizing their use of HMO-related IT tools and ensure alignment with healthcare service delivery standards.
• Facilitate integration support with third-party platforms such as hospitals, diagnostics, payment gateways, and regulatory systems.
• Assist in onboarding, configurations, and user training related to HMO operations. *New Providers on the ERP*
• Provide support for cloud-based and local IT infrastructure relevant to HMO services.

System Monitoring & Maintenance

• Monitor application performance, uptime, and system logs, proactively identifying and addressing issues.
• Assist with software installations, configurations, and upgrades.
• Ensure IT security measures and compliance standards are maintained.

Documentation & Collaboration

• Document technical issues, solutions, and customer interactions in the ticketing system.
• Collaborate with internal departments such as Claims, Provider Relations, and Underwriting to understand system needs and deliver solutions.
• Train end-users and provide best practices for troubleshooting common IT and ERP related issues.

Data Protection & Confidentiality

• Uphold the highest standards of confidentiality in handling company-related information, ensuring compliance with data protection laws and internal policies.
• Adhere to the company’s information security guidelines, including proper storage, transmission, and disposal of sensitive materials.
• Promptly report any suspected data breaches or unauthorized access to the appropriate company authority.
• Participate in periodic data protection training to stay informed about evolving security risks and best practices.

General Assignment

• Execute any other duties and tasks that may be designated or assigned by the Company.
• Participate in the knowledge sharing programme of the department and the company
• To provide supports to the Managing Director and Vice Chairman as may be required towards serving the Board, Management and staff.

Qualification

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

• 2–4 years of relevant experience in IT support roles, with at least 1 year of experience in an HMO or healthcare related IT environment.
• Hands-on experience with HMO applications and systems (e.g., enrollee platforms, provider networks, claims portals).

Skills and Competencies

• Strong troubleshooting skills across Windows, macOS, and web-based applications.
• Knowledge of networking concepts (DNS, TCP/IP, VPN, firewalls).
• Experience with help desk tools (e.g., Zendesk, Jira, Freshdesk) and remote troubleshooting.
• Ability to learn new concepts quickly.
• Strong problem-solving, analytical, and communication skills.
• Ability to work both independently and collaboratively within a team environment.

KPIs and Performance Metrics

1. System Uptime: Availability and reliability of Noor Health and related IT systems.
2. First-Time Resolution Rate: Percentage of issues resolved without escalation.
3. Ticket Resolution Time: Average time taken to resolve user issues.
4. Issue Escalation Rate: Number of cases escalated due to unresolved issues.
5. Training Effectiveness: Number of end-users successfully trained on the usage of HMO systems.