It Help Desk Support/ Service Desk Analyst

Responsibilities and Duties:

• Accept & registers Service Calls
• Classify Service Calls according to the specified options
• Execute 1st attempt to solve the Service Call
• Refer Service Call to the appropriate Resolution Owner Support Group
• Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate management level when thresholds are violated.
• Close Service Call
• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Report about Service Calls
• Communicate response times for dispatched tickets to the customers
• Manage the entire service request process ensuring adherence to SLA
• Execute service requests such as setting up NT/Outlook accounts as per the SLA
• Process and send IT reports

Required Experience, Skills and Qualifications

Tech Skills:

• 3+ years of Technical Service Desk or technical call center experience in HealthCare, Pharmaceuticals or Clinical industries is Required.
• Disciplined, systematic problem-solving skills required.
• Service desk : 3 year (Required) or 3 years of remote troubleshooting experience year of call center experience

• Current A+ certificate or relevant hands-on experience