Service Desk Analyst

Job Responsibilities: • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning. • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs • Perform user account management activities • Escalate complex problem to appropriate support specialists • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) • Troubleshoot client software and basic network connectivity problems • Identify, evaluate and prioritize customer problems and complaints • May train users and operators on a limited basis and/or may write training procedures • Participate in on-going training and departmental development • Routine maintenance updates with other IT staff and business units • Provide all required documentation including standards, configurations and diagrams • Provide knowledge transfer of EUC operations • Make sure to follow and maintain all defined applicable service levels • Should contribute to update / usage of Knowledge Articles Technical Requirements: • Phone support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows10. Knowledge on MAC (Good to have) • Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. • ITSM ticketing tools such as Remedy, HP Service Center, Service Now • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools • Knowledge of Clinical apps like Cerner, All Scripts, "eHR" • Internet browsers (e.g. Explorer, Chrome, Firefox), • VPN and remote dial-in users • Support for laptop, desktops, and printers • Smartphone Support - Iphone and Andriod • Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills Requirements: • Can fluently communicate, read, and write in English to a minimum standard of C1 • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skills • Able to handle unforeseen situations • High level of acceptance • Drive and determination