Philips Healthcare
Incident Support Specialist, Nordics
Media
Outcomes
- Improved service delivery and customer satisfaction across the Nordic region by contributing upgrade success assessments and identifying process improvements
- Strengthened the Nordic Level 1 team by mentoring junior engineers and anchoring cross-regional knowledge sharing with UK and Ireland counterparts
- Closed Intellispace Portal and Cardiovascular incidents at Level 1 or routed them to specialized engineering, owning each case from first contact through diagnosis to resolution
About Philips Healthcare
Level 1 support for Intellispace Portal and Cardiovascular across the Nordics and UK/Ireland — full incident lifecycle, upgrade assessment, and cross-regional knowledge sharing for enterprise imaging informatics.
The role
Philips Healthcare (Enterprise Informatics division) provides advanced medical imaging visualization and cardiovascular PACS solutions to healthcare organizations worldwide.
As an Incident Support Specialist for the Nordic region (with dotted-line responsibility to UK/Ireland), I provided Level 1 support for enterprise healthcare informatics solutions.
Product Expertise: I specialized in supporting Intellispace Portal (ISP) for advanced medical imaging visualization and Intellispace Cardiovascular (ISCV) for cardiology-specific PACS functionality.
Incident Management: I managed the complete incident lifecycle, from initial customer contact through diagnosis, resolution, or escalation to specialized engineering teams. This required strong technical skills combined with excellent customer communication.
Regional Leadership: I took on leadership responsibilities for Nordic operations, including mentoring junior Level 1 engineers and facilitating knowledge sharing across regional teams.
Quality Improvement: I contributed to upgrade success assessments and identified opportunities for process improvements, helping to enhance service delivery and customer satisfaction across the region.
Healthcare IT Integration: I developed deep expertise in healthcare IT integration, including HL7 messaging, broker engines, and enterprise system connectivity.
Key responsibilities
- Provide Level 1 support for Intellispace Portal and Cardiovascular
- Manage complete incident lifecycle from contact to resolution
- Lead Nordic operations and mentor junior engineers
- Facilitate cross-regional knowledge sharing
- Assess upgrade success and identify process improvements