L1 Epic Support Analyst

L1 Epic Support Analyst Nepalese citizens are preferredLocation- DubaiSummary. First line of support for hospital staff using Epic. Logs and triages every ticket, resolves access and how-to issues, and hands the rest to L2 with a complete record. Progresses to Epic certification and the L2 role.ResponsibilitiesLog, 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.Must have. Track-relevant bachelor's with 60% in 10th, 12th, graduation and postgraduation (if any); Versant 58 or above; agreement to shifts and relocation to Dubai; clear written English.Preferred. Postgraduate degree in hospital, health or Health IT management; experience in US healthcare operations, a clinical role or an IT service desk; ITIL Foundation; ServiceNow.