L1 Epic Support Analyst

About the role

Infinite is hiring an L1 Epic Support Analyst based in Dubai. This is the first line of support for hospital staff using Epic, logging and triaging every ticket, resolving access and how-to issues and escalating the rest to L2 with a complete record. Nepalese citizens are preferred.

Key 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, progressing to the L2 role.

Required profile

• Track-relevant bachelor's degree with 60% in 10th, 12th, graduation and postgraduation (if any).
• Versant 58 or above and clear written English.
• Agreement to shifts and relocation to Dubai.
• Preferred: postgraduate degree in hospital, health or Health IT management; experience in US healthcare operations, a clinical role or an IT service desk.

Required skills

• Epic (first line support)
• ServiceNow
• ITIL Foundation (preferred)