Service Desk Analyst

Qualifications

• Bachelor's/College Degree in Computer Science, Information Technology, or equivalent
• At least 2 years of relevant work experience required
• Preferably 1–4 years of experience in Customer Service, Help Desk, or Service Desk Support (Healthcare experience is a plus)
• Must be amenable to shifting schedules
• Must be willing to work 100% onsite
• Excellent communication, customer service, problem-solving, troubleshooting, follow-up, and organizational skills
• Detail- and service-oriented team player, flexible with working hours, and able to work independently
• Self-motivated team player with initiative
• Ability to multitask in a fast-paced environment

Key Competencies

• Must have good English communication and conversation skills (verbal and written)
• Must have strong customer handling skills
• Demonstrates good probing and empathy skills
• Customer service–oriented
• Highly self-motivated and proactive
• Capable of multitasking in a fast-paced environment effectively and efficiently
• Ability to learn new information quickly with a willingness to continuously improve
• Ability to build rapport and elicit issue details from end users
• Strong ability to absorb and retain information quickly
• Able to make sound decisions and work with minimal supervision
• Excellent interpersonal skills to foster cooperation among users, support teams, and peers

Added Advantage

• Familiarity with US healthcare processes and ITIL principles
• Ability to document interactions accurately in ticketing tools
• Experience escalating complex cases to higher-level or technical teams
• Collaboration with healthcare teams and staying updated on industry trends
• Knowledge of clinical applications (e.g., EIS, RIS/PACS, Intelviewer, Intelerad, Fluency, Synapse, Patient Imaging, Krono, Patient Portal, Confluence, Clario, Dayforce, Epic MyChart, etc.)

Technical Skills

• Basic IT/Application knowledge
• Desktop and application support
• Remote desktop support
• Windows Operating System
• Microsoft Office products
• Security authentication tools (Cisco Duo, Google/Microsoft Authenticator)
• Other tools: Adobe Acrobat and common desktop applications
• ITSM tools: ServiceNow, Salesforce
• VPN: Cisco AnyConnect, GlobalProtect

Key Responsibilities

• Create incident or service request tickets, logging all pertinent information
• Utilize the knowledge base/SOPs to respond accurately and effectively to requests or issues
• When SOPs are unavailable or outdated, think outside the box, coordinate with L2 teams to create/update KBs, and conduct online research
• Create and maintain documentation (procedures, tip sheets, and other materials) to support efficient communication
• Make decisions related to user queries in the absence of a supervisor
• Resolve end-user incidents and requests within agreed Service Levels (First Call Resolution)
• Close tickets with user confirmation once issues are resolved
• Accurately document notes and update work logs in each ticket
• Ensure proper categorization of tickets as per CTI
• Ensure incidents and service requests are properly escalated and assigned
• Maintain ownership of incidents/service requests, ensuring status updates and resolution within SLAs
• Follow the escalation process
• Provide input to management on continuous improvement opportunities
• Follow the shift handover process
• Achieve targets based on KPIs/customer metrics
• Adhere to organizational policies and procedures, including shift schedules
• Uphold and promote company values and methodologies
• Ensure compliance with regulatory requirements