Service Desk Analyst I

Job Location: Pune

Experience: 0 – 2 years

Service Desk Analyst 1 will possess exceptional communication skills, a customer-centric mindset, and a passion for delivering excellent technical support to both internal and external customers. This role involves providing first-line assistance to end-users, troubleshooting technical issues, and ensuring the smooth operation of IT systems and equipment via phone, e-mail, chat, self-service or other medium as directed by management. This role supports doctors, nurses, administrative staff or patients with their technology and application needs.

Key Responsibilities:

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.

Requirements and Preferences

• High School Diploma or G.E.D. equivalent
• Experience in one of the following applications: HCHB, EPIC, eCW, Cerner; especially optimizing and improving system workflows based on technical / clinical operational best practices
• A strong understanding of technical or clinical/back-office (i.e., troubleshooting, billing/claims) processes
• A proven history with solving complex technical or EMR/EHR data and user-related issues
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)
• Practical experience with Service Desk ticket tracking systems
• Experience with Service Level Agreements (SLAs) in relation to analyst performance

Experience with the Following Strongly Desired:

• Associates degree with two years’ training and/or quality assurance experience preferred
• SDA 1 Typically requires 0-2 years of related experience.

Contact person : Sarita Rathi (sarita.rathi@automationedge.com)