Junior Service Desk Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Assist customers through phone, chat, and tickets submitted via the customer portal

• Provide support for clinical and desktop applications while conducting technical troubleshooting

• Address support incidents promptly

• Record known issues and their solutions

• Collaborate with project teams to acquire product and process knowledge

• Escalate incidents as necessary to reduce downtime

• Utilize foundational IT knowledge and problem-solving skills to diagnose and resolve customer support challenges

• Implement suitable IT solutions and resolve most incidents during the first contact

• Ensure exceptional customer service and take ownership of issues

• Engage in rotating on-call and Saturday coverage schedules

• Document troubleshooting steps and solutions in accordance with knowledgebase practices

• Elevate incidents to the relevant next-level support team

• Communicate with customers, offering status updates and following up to ensure satisfaction

• Report trends and undocumented issues to supervisors, senior staff, and other IT teams

• Carry out additional tasks and projects assigned by Service Desk leadership

⛳️ Requirements

• Must have a private, dedicated office/workspace and a robust wired internet connection for the provided desktop PC

• Associate’s degree in Computer Science/Information Systems (or a related technical field) from an accredited institution

• Minimum of 6 months of relevant experience

• A mix of related experience and/or technical certifications may be accepted as a substitute for the educational requirements

• Proven ability to resolve issues related to healthcare/clinical applications

• Familiarity with computer, printer, and network troubleshooting and installation procedures

• Proven capability to diagnose and troubleshoot Microsoft products

• Ability to work collaboratively in a team setting as well as independently

• Exceptional customer service skills and phone etiquette

• Strong documentation skills

• Willingness to work evening, weekend, and holiday shifts as required

• Capability to travel up to 5%

• Ability to handle confidential information and/or issues with discretion and judgment

• Willingness to participate in both internal and external meetings via video calls, as needed

• Ability to work onsite at corporate or client offices, as required

• For roles involving business travel and/or event participation, the ability to lift 25 lbs is necessary

• For roles requiring business travel and/or event attendance, a valid driver's license and satisfactory driving record are mandatory, as driving is an essential job function

🏝️ Benefits

• Competitive salary package

• Share plan

• Company performance bonuses

• Value-based recognition awards

• Referral bonus

• Career coaching

• Global career opportunities

• Non-linear career paths

• Internal development programs for management and technical leadership

• Complex projects

• Rotations

• Internal tech communities

• Training opportunities

• Certifications

• Coaching

• Subscriptions to online learning platforms

• Pass-it-on sessions

• Workshops

• Conferences

• Hybrid work options

• Flexible working hours

• Employee assistance program

• Global internal wellbeing program

• Access to wellbeing applications

• Hobby clubs and interest groups

• Inclusion and diversity initiatives

• Events and celebrations

• USA: Medical, dental, vision, disability coverage, and various other benefit options

• USA: Flexible Spending Accounts (Medical, Transit, and Dependent Care)

• USA: Employer-paid life insurance and AD&D coverages

• USA: Health Savings Account paired with our cost-effective High Deductible Medical Plan

• USA: 401(k) Safe Harbor Retirement plan with employer match and immediate vesting